Systems and methods for visual presentation and selection of IVR menu

ABSTRACT

Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory comprising a list of telephone numbers associated with one or more destinations implementing IVR menus, wherein the one or more destinations are grouped based on a plurality of categories of the IVR menus. Further the memory includes instructions executable by said processor for automatically communicating with the one of more destinations, and receiving at least one customization record from said at least one destination to store in the IVR database.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.13/186,984, filed Jul. 20, 2011, the entire contents of which areincorporated herein in their entirety by reference.

FIELD OF THE INVENTION

The invention relates to Interactive Voice Response (IVR) system andmore specifically the invention relates to visual selection of IVRoption from a caller device.

BACKGROUND OF THE INVENTION

Interactive Voice Response (IVR) technology is generally used to detectvoice and key inputs from a caller. The advent of Interactive VoiceResponse (IVR) systems has reduced operating costs for many types ofbusinesses for providing services. Generally, the IVR systems allow auser to interact with an audio or visual response system. The IVRsystems can provide prompts to a user and receive touch tone and/orspoken responses on the prompts from the user. Through such IVR dialoguethe system collects sufficient information about the user to direct thecall to the most appropriate resource, information processing system orthe like.

Generally, when the caller calls a destination, such as a bank, anautomated audio IVR menu is played. The audio IVR menu can containinstructions to provide instant services such as account balance inquirywhen the destination is a bank. Further, audio menu can provide optionsfor the caller to connect to a desired end inside the destination. Forexample, the menu may direct the caller to press various keys on atelephone to connect to a particular department or agent. The audio IVRmenu is designed specific to a destination. Therefore, each destinationor organization may have different audio IVR menus. Further, the IVRmenu in an organization can be based on the type of departments, type ofservices, customer care executives or agents and so forth. For example,an IVR menu of a bank may include options related to the account detailsof the caller, while an IVR menu of a pizzeria may contain options toorder or select a pizza.

Typically, the caller calling the destination may have to listen andfollow instructions on the menu to get a desired response or a functionperformed. Therefore, the process can be time consuming. Moreover, incase the caller provides an incorrect input, the complete process mayhave to be repeated. Furthermore, the IVR menu for an organization maybe updated or changed regularly. For example, extension numbers insidean organization may be changed and correspondingly, the extensionnumbers associated with the IVR menu may be updated. As a result, afrequent caller may not be able to reach a desired end by remembering acombination of numbers. Furthermore, the dialed destination may notinclude the information desired by the user. In such a case, the usermay have to call the destination again for retrieving the desiredinformation. Therefore, the user may become frustrated with the IVRsystems.

Usually, the IVR menus are same for all the users. Therefore, thecustomer has to listen them carefully to select the appropriate option.The user may have to wait for long time for receiving information whileinteracting with the IVR systems. Moreover, sometimes the requestedinformation might not be available at the time when the user calls thedestination. Therefore, the user may have to either wait for long timeor call again later. For example, the user may desire to talk to acustomer care executive of the destination, who is busy at the time ofthe call. Therefore, the call of the user may be put on hold or he maybe asked to call later.

Some prior art try to address this problem by providing visual form ofIVR. These prior arts display the IVR menu graphically on a callerdevice. U.S. Pat. No. 7,215,743 assigned to International BusinessMachines Corporation and a published U.S. Patent Application with Ser.No. 11/957,605, filed Dec. 17, 2007 and assigned to Motorola Inc.,provides the IVR menu of the destination in a visual form to the caller.The caller can select the options from the IVR menu without listening tothe complete audio IVR menu. However, the IVR menu displayed on thecaller device is stored on an IVR server at the destination end. As aresult, the visual IVR menu is specific to the destination and only theIVR of the destination dialed is displayed. These techniques therefore,require each destination to set-up hardware, software and otherfacilities to be deployed for providing visual IVR servers.

A U.S. Pat. No. 7,460,652, assigned to AT&T Intellectual Property I,L.P., discloses techniques for call routing and communication with acall originator. The call may be received at an automated call handlingsystem. Thereafter, the call is evaluated based on a set of businessrules and routed to an interactive voice response unit based on theevaluation. Further, the interactive voice response unit automaticallyschedules and sends an email to the originator of the call. However, thescheduling of the email is performed after establishing a communicationwith the automated call handling system. Moreover, the scheduling isperformed at the automated call handling system.

Another existing technique as disclosed in U.S. Pat. No. 6,560,320assigned to International Business Machines Corporation enables anoperator of the IVR to send customized signals to the caller forgenerating and displaying graphical elements on the device of thecaller. Thereafter, the caller can respond by selecting options throughtouch-screen interface of the device. Dual Tone Multi frequency (DTMF)signals of the IVR. However, this technique requires a specificallyconfigured device to interpret the codes sent as Dual Tone Multifrequency (DTMF) signals for generating the graphics. Moreover, anoperator is required to present the graphics to the caller. Furthermore,specialized software and hardware are required at the operator to designand generate DTMF codes. Therefore, the technique faces variouspractical limitations.

Generally, the IVR menus of the organizations are in form of audiblemenu. Moreover, there are a large number of organizations that use IVRmenus. Therefore, converting the audible menus to visual IVR menus canbe time consuming. An existing technique, as disclosed in U.S. Pat. No.6,920,425 assigned to Nortel Networks Limited, discloses an automatedscript to convert the audible menus scripts to visual IVR menu scripts.However, the audible menus scripts must be available in a particularformat to enable the conversion. Furthermore, the audio menu scriptsmust be available or downloadable for the program to function. As aresult, only the audio menus scripts that are available can be convertedto visual IVR menu scripts. Furthermore, the device of the caller mustbe designed or programmed to understand the visual IVR menu scripts.

Various organizations encourage the customers to call them forinformation on their products or services, or for helping existingcustomers. Generally, a contact number is provided by the organizationson their website as a button. Therefore, when the customer presses thebutton a form is displayed. The customer then enters his contact numberwhere an executive from the organization may call. However, this may betime consuming for the customer. Moreover, the customer may be not beingable to talk to another executive during the call in case the on-lineexecutive is not able to satisfy the customer. U.S. Patent Applicationwith Ser. No. 12/049,021, filed Mar. 14, 2008 and assigned to HarpritSingh, provides methods and systems for displaying an IVR menu, when thecaller clicks a link on a webpage provided by the organization. However,the customer is still required to request the webpage with embeddedinformation from a server of the organization. Moreover, the methods andsystems are limited to the organizations that provide the requiredwebpage to the customers. Other technologies include U.S. PatentApplication with Ser. No. 11/877,952 filed Oct. 24, 2007 and assigned toInternational Business Machine Corporation.

The effectiveness of providing the IVR in visual form is discussed in atechnical paper titled, ‘The Benefits of Augmenting Telephone Voice MenuNavigation with Visual Browsing and Search’ by Min Yin et al. The paperdiscusses a setup where visual content of the IVR is sent from a serviceprovider to a computer connected to a mobile phone. However, thetechnique discussed in the paper is limited to the visual contentprovided by the service provider's end, after the connection isestablished. Moreover, the providers are required to individually set upthe hardware and services for providing visual content.

As discussed above the existing technologies have various limitations.Hence, techniques are desired for providing enhanced telephony.

SUMMARY

An enhanced telephone system is provided. The telephone system comprisesa database that comprises one or more phone numbers and one or moremenus corresponding to the phone numbers, wherein the menus comprise oneor more options for selection. The telephone system comprises means forcomparing a dialed number to the phone numbers in the database; meansfor displaying a menu based on a result of the comparison; means forenabling selection of the one or more options from the displayed menu;and means for establishing a connection with a destination of the dialednumber based on the selection of the one or more options.

An enhanced telephone system is provided. The telephone system comprisesa database comprising one or more phone numbers and one or more menuscorresponding to the phone numbers, wherein the menus comprises one ormore options for selection; means for comparing the a received number ofa received call to the phone numbers in the database; means fordisplaying a menu based on a result of the comparison; and means forenabling selection of the one or more options from the displayed menu.

Further, a method for providing enhanced telephony is provided. Themethod comprising identifying a number dialed from a telephone system;comparing the dialed number to one or more phone numbers stored in adatabase, wherein the database comprises one or more menus correspondingto the phone numbers, and wherein the menus comprises one or moreoptions for selection; and displaying on the telephone system a menufrom the database based on a result of the comparison.

A caller may dial or select a phone number from a device of adestination. The phone number is detected by a Visuphone implemented onthe device to display a visual IVR menu corresponding to the audible IVRmenu of the destination. Visuphone may be hardware, an applicationstored as a software or firmware on the device, or a combinationthereof. Visuphone may include a database of visual IVR menuscorresponding to audible IVR menus for various destinations. Thereafter,the caller may interact with the visual IVR menu displayed on the deviceto establish a connection with the destination. Furthermore, Visuphonemay detect and launch a VOIP application for establishing theconnection. Moreover, Visuphone may provide pre-recorded or computersynthesized audio responses on behalf of the caller to the destination.

An aspect of the invention is to generate a database of visual IVRmenus. The database generation could be done by successive calling theIVR and combined with voice recognition. Calling the IVR systems can bedone manually by operators that will listen to options of the IVR andenter these options into the database. In this manual mode, the operatorwill dial IVR numbers from a list and for each of them will follow allthe options in several levels and in each level, enter the menu entriesinto the database. This can be done to many different IVR phone numbers,by one or multiple operators. The voice menu can be recorded to foranalyzing in a different process or a different time.

Another aspect of the invention is to generate a database of visual IVRmenus by a computer system. Combination of hardware and software that isconnected to phone system and automatically dials the IVR phone numbers,record the different options of the voice menu, analyze the voice menuand generate and enter the different entries into the database. Thesystem will generate the voice tone that simulates the relevanttouchtone of a phone number pressed. This process will be done inseveral levels until covering all the entries in all the levels of thespecific IVR system. This process is done for all the IVR phone numberin the list.

Additional alternative is to access the IVR internal database anddownload the menu. This approach requires the collaboration with the IVRmaker and at least permission from the IVR owner. Having both a systemcould be build to access IVR using their maintenance port, which isoften connected to the Internet. Accordingly, the system would accessthe IVR and once authorized by the IVR owner it will download theinternal file representing the IVR menu, which could be called the IVRcustomization record. The downloaded file would then be converted tovisual IVR menu by utility that could be design according to the format,which could be provided by the IVR maker.

Another aspect of the invention is to provide to a caller using a devicea visual IVR menu corresponding to an audible IVR menu of a destination.

Another aspect of the invention is to enable the caller to directlyinteract with the visual IVR menu without listening to the audible IVRmenu of the destination.

Another aspect of the invention is to provide the visual IVR menu to thecaller before establishing a connection of the device with thedestination.

Another aspect of the invention is to provide advertisements related tothe destination or function of the destination dialed by the caller.

Yet another aspect of the invention is to provide a visual IVR menu of adestination according to the location of the communication device of acaller and/or a location of the dialed destination phone number.

Embodiments of the invention provide an enhanced communication device.The enhanced communication device comprises a processor and a memorycoupled to the processor. The memory comprises a database including oneor more destination phone numbers and at least one property associatedwith the destination phone numbers Further, the memory comprisesinstructions executable by the processor for identifying a dialed phonenumber of a destination, determining a location code associated with acurrent location of the communication device, comparing the dialed phonenumber to one or more destination phone numbers stored in a database,and displaying at least one property associated with the one or moredestination phone numbers based on the comparison.

Embodiments of the invention provide an enhanced communication device.The enhanced communication device comprises a database including one ormore destination phone numbers and at least one property associated withthe destination phone numbers. Further, the enhanced communicationdevice comprises means for identifying a dialed phone number of adestination, means for determining a location code associated with acurrent location of the communication device, means for comparing thedialed phone number to one or more destination phone numbers stored in adatabase, and means for displaying at least one property associated withthe one or more destination phone numbers based on the comparison.

Embodiments of the invention provide a method for providing enhancedtelephony. The method includes identifying a phone number of adestination dialed from a communication device; determining a locationcode associated with a current location of the communication device; andcomparing the dialed phone number to one or more destination phonenumbers stored in a database. The database may include at least oneproperty associated with the destination phone numbers. Further, themethod includes displaying the at least one property associated with theone or more destination phone numbers based on the comparison.

Embodiments of the invention provide an enhanced device. The enhanceddevice comprises a processor and a memory coupled to the processor. Thememory comprises a database including one or more destination phonenumbers and at least one property associated with the destination phonenumbers Further, the memory comprises instructions executable by theprocessor for identifying a dialed phone number of a destination,determining a location code associated with a current location of thedevice, comparing the dialed phone number to one or more destinationphone numbers stored in a database, and displaying at least one propertyassociated with the one or more destination phone numbers based on thecomparison.

Embodiments of the invention provide an enhanced device. The enhanceddevice comprises a database including one or more destination phonenumbers and at least one property associated with the destination phonenumbers. Further, the enhanced device comprises means for identifying adialed phone number of a destination, means for determining a locationcode associated with a current location of the device, means forcomparing the dialed phone number to one or more destination phonenumbers stored in a database, and means for displaying at least oneproperty associated with the one or more destination phone numbers basedon the comparison.

Embodiments of the invention provide a method for providing enhancedtelephony. The method includes identifying a phone number of adestination dialed from a device; determining a location code associatedwith a current location of the device; and comparing the dialed phonenumber to one or more destination phone numbers stored in a database.The database may include at least one property associated with thedestination phone numbers. Further, the method includes displaying theat least one property associated with the one or more destination phonenumbers based on the comparison.

Embodiments of the invention provide a device comprising a databasecomprising a plurality of visual IVR menus associated with a pluralityof destinations. The device further comprises means for dialing a phonenumber of a destination, means for comparing the dialed phone numberwith phone numbers stored in the database, and means for displaying aform based on the comparison, wherein the form comprises one or moredata request fields corresponding to a visual IVR menu associated withthe dialed destination.

Embodiments of the invention provide a device comprising a processor.Further, the device comprises a memory comprising a database. Thedatabase comprises a plurality of visual IVR menus associated with aplurality of destinations. Further, the memory comprises instructionsexecutable by the processor for dialing a phone number of a destination,comparing the dialed phone number with phone numbers stored in thedatabase, and displaying a form based on the comparison, wherein theform comprises one or more data request fields corresponding to a visualIVR menu associated with the dialed destination.

Further, a method for providing enhanced telephony is disclosed. Themethod comprises dialing, at a device, a phone number of a destination.The device comprises a plurality of visual IVR menus associated with aplurality of destinations. Further, the method comprises comparing thedialed phone number with phone numbers stored in the device.Furthermore, the method comprises displaying, at the device, a formbased on the comparison, wherein the form comprises one or more datarequest fields corresponding to a visual IVR menu associated with thedialed destination.

Embodiments of the invention provide a device for scheduling a call to adestination based on predefined calling information. The devicecomprises a database comprising at least one visual IVR menu associatedwith each of a plurality of destinations. The device also comprisesmeans for dialing a phone number of a destination of the plurality ofdestinations based on the predefined calling information, wherein thepredefined calling information is selected from a visual IVR menuassociated with the destination; means for receiving information fromthe dialed destination based on the predefined calling information; andmeans for displaying the received information.

Embodiments of the invention disclose a method for providing schedulinga call to a destination based on predefined calling information. Themethod comprises dialing a phone number of a destination of a pluralityof destinations based on the predefined calling information, wherein thepredefined calling information is selected from a visual IVR menuassociated with the destination. Further, the method comprises receivinginformation from the dialed destination based on the predefined callinginformation. Furthermore, the method comprises displaying the receivedinformation.

Embodiments of the present invention provide a device. The devicecomprises a processor. Further, the device comprises a memory coupled tothe processor. The memory comprises a database comprising at least oneIVR menu associated with at least one IVR system. Further, the memorycomprises instructions executable by the processor for sending a firstsection of a data packet to a second communication device. The firstsection comprising first information is sent based on a visual IVR menuassociated with the second communication device. Further, the memorycomprises instructions executable by the processor for receiving anacknowledgement message from the second communication device based onthe first section of the data packet. Furthermore, the memory includesinstructions executable by the processor for sending a second section ofthe data packet to the second communication device based on theacknowledgement message. The second section comprises secondinformation.

Embodiments of the present invention provide a method for communicatingamong a plurality of communication devices. The method comprisessending, by a device, a first section of a data packet to a secondcommunication device. The first section comprising first information issent based on a visual Interactive Voice Response (IVR) menu associatedwith at least one IVR system. Further, the method comprises receiving,at the device, an acknowledgement message from the second communicationdevice based on the first section of the data packet. Furthermore, themethod comprises sending, by the device, a second section of the datapacket to the second communication device based on the acknowledgementmessage. The second section comprises second information.

Embodiments of the invention provide a method for establishing acommunication session in a communication network. The method comprisesdialing, by a device, a phone number of a second communication device.The second communication device comprises an IVR system. Further, themethod comprises detecting, by the device, a data network. Furthermore,the method comprises sending, by the device, a first section of a datapacket to the dialed second communication device when the data networkis detected. The first section comprises first information.

Embodiments of the invention provide a communication device comprising adatabase comprising a plurality of visual Interactive Voice Response(IVR) menus associated with a plurality of destinations. Thecommunication device further comprises means for dialing a phone numberof a destination, means for comparing the dialed phone number with phonenumbers stored in the database, and means for displaying a form based onthe comparison, wherein the form comprises one or more data requestfields corresponding to a visual IVR menu associated with the dialeddestination.

A method for providing enhanced telephony is disclosed. The methodcomprises dialing, at a communication device, a phone number of adestination. The communication device comprises a plurality of visualIVR menus associated with a plurality of destinations. Further, themethod comprises comparing the dialed phone number with phone numbersstored in the communication device. Furthermore, the method comprisesdisplaying, at the communication device, a form based on the comparison,wherein the form comprises one or more data request fields correspondingto a visual IVR menu associated with the dialed destination.

An aspect of the invention is to provide updates to the visual IVR menusstored in the device.

An aspect of the invention is to provide the visual IVR menu when thecall is forwarded from one destination to another.

Another aspect of the present invention is to provide a method fordisplaying, at a device, a visual IVR menu associated with a phonenumber of a calling device. Further, the method displays one or morecommunication options at the device.

Another aspect of the invention is to enable a user at the device tointeract with the visual IVR menu of the calling first party devicewithout listening to the audible IVR menu of the first party device.

Yet another aspect of the invention is to enable a portable device ordevice to connect to an external device with better displaycapabilities.

Further aspect of the invention is to provide the visual IVR menu of afirst party device to a user of a device before establishing acommunication session between the device and the first party device.

Additional aspect of the invention is an automatic learning of callerchoice and uses that for assisting the caller in his future calls.

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described the invention in general terms, reference will nowbe made to the accompanying drawings, which are not necessarily drawn toscale, and wherein:

FIG. 1A illustrates an exemplary environment where various embodimentsof the invention may function;

FIG. 1B illustrates another exemplary environment where variousembodiments of the invention may function;

FIG. 1C illustrates yet another exemplary environment where variousembodiments of the invention may function;

FIG. 2A illustrates an exemplary audible Interactive Voice Response(IVR) menu at a destination, in accordance with an embodiment of theinvention;

FIG. 2B illustrates an exemplary visual IVR menu at a devicecorresponding to the audible IVR menu of the destination, in accordancewith an embodiment of the invention;

FIG. 2C illustrate an exemplary visual IVR menu that display graphicsfor each option, in accordance with an embodiment of the invention;

FIG. 2D illustrate an exemplary visual IVR menu that display tooltipwhen a cursor is hovering an option for more than certain time withoutaction, in accordance with an embodiment of the invention;

FIGS. 3A and 3B illustrates exemplary components of the device forimplementing a Visuphone, in accordance with an embodiment of theinvention;

FIG. 4 illustrates an exemplary display of the visual IVR menu on thedevice, in accordance with an embodiment of the invention;

FIG. 5 illustrates exemplary components of the device for implementingthe Visuphone, in accordance with another embodiment of the invention;

FIG. 6 illustrates an exemplary display of the visual IVR menu on thedevice, in accordance with another embodiment of the invention;

FIG. 7 illustrates a webpage displayed on the device that may be used toinitiate a connection to the destination, in accordance with anembodiment of the invention;

FIG. 8 illustrates an exemplary software architecture of Visuphone, inaccordance with an embodiment of the invention;

FIG. 9 illustrates exemplary components of the Visuphone, in accordancewith an embodiment of the invention;

FIG. 10 illustrates an exemplary remote server for storing informationrequired by the Visuphone, in accordance with an embodiment of theinvention;

FIG. 11 illustrates presentation of a visual IVR menu in case of callforwarding, in accordance with an embodiment of the invention;

FIG. 12 illustrates the presentation of the visual IVR menu when a phoneconnection is associated with a wide band internet ‘smart’ modem;

FIG. 13 illustrates the presentation of the visual IVR menu when atelephone connection is established through an external telephoneservice by using a computer;

FIGS. 14A, 14B, and 14C illustrate a Visu-add-on that provides thefeatures and functionality of the Visuphone;

FIGS. 15A, 15B, and 15C, and 15D illustrate a flowchart diagram forpresentation, selection and update of visual IVR menus, in accordancewith an embodiment of the invention;

FIG. 16 illustrates exemplary components of a device for implementing adatabase construction system, in accordance with an embodiment of theinvention;

FIGS. 17A, 17B, and 17C illustrate exemplary components of the databaseconstruction system, in accordance with an embodiment of the invention;

FIG. 18 illustrates a flowchart diagram for creating a database forvisual IVR menus, in accordance with an embodiment of the invention;

FIG. 19 illustrates an exemplary set of IVR categories;

FIG. 20A illustrates an exemplary information process stored in adatabase;

FIG. 20B illustrates an exemplary web form generated for the informationprocess of FIG. 20A;

FIG. 21 illustrates an exemplary display of representations ofdestinations on the device, in accordance with an embodiment of theinvention;

FIG. 22 illustrates an exemplary visual IVR menu of the selecteddestination with added graphics at a device, in accordance with anembodiment of the invention;

FIGS. 23A, 23B, and 23C illustrate a flowchart diagram for providingrepresentation of destinations based on position, in accordance with anembodiment of the invention;

FIG. 24 illustrates flowchart for presenting advertisement along withthe visual IVR menu on the device, in accordance with an embodiment ofthe invention;

FIG. 25A illustrates an exemplary information process for an IVR menustored in records database, in accordance with an embodiment of theinvention;

FIG. 25B illustrates an exemplary web form generated for the informationprocess of FIG. 25A, in accordance with an embodiment of the invention;

FIG. 26 illustrates a flowchart for submitting personal information of acaller by Visuphone, in accordance with an embodiment of the invention;

FIG. 27 illustrates an exemplary representation of a visual IVR menuassociated with the dialed phone number of the destination along with ascheduling mode option, in accordance with an embodiment of theinvention;

FIG. 28 illustrates another exemplary representation of a visual IVRmenu associated with the dialed phone number of the destination alongwith a scheduling mode option, in accordance with an embodiment of theinvention;

FIG. 29 illustrates an exemplary display at the device after switchingto a scheduling mode, in accordance with an embodiment of the invention;

FIGS. 30A and 30B illustrates a flowchart for providing enhancedtelephony by presenting a scheduling mode option to the caller, inaccordance with an embodiment of the invention;

FIGS. 31A, 31B, 31C and 31D illustrates exemplary environments wherecommunication device may exchange one or more messages/data packets forestablishing communication session, in accordance with variousembodiments of the invention;

FIG. 32 illustrates an exemplary packet sent from a device to a secondcommunication device, in accordance with an embodiment of the invention;

FIG. 33 illustrates an exemplary structure of a first section of thepacket sent to the second communication device, in accordance with anembodiment of the invention;

FIGS. 34A and 34B illustrates a flowchart for communicating among aplurality of communication devices, in accordance with an embodiment ofthe invention;

FIGS. 35A, 35B, and 35C illustrates an exemplary communication networkwhere a call is received at a device from a first party device, inaccordance with various embodiments of the invention function;

FIG. 36 illustrates yet another exemplary communication network in whichan IVR is displayed when a call is received at a device, in accordancewith an embodiment of the invention;

FIG. 37 illustrates an exemplary visual IVR menu along with one or morecommunication options at a device, in accordance with an embodiment ofthe invention;

FIG. 38 illustrates another exemplary visual IVR menu along with one ormore communication options at a device, in accordance with an embodimentof the invention;

FIG. 39 illustrates the presentation of the visual IVR menu when a phoneconnection is associated with a wide band internet ‘smart’ modem;

FIG. 40 illustrates a flowchart for providing enhanced telephony when acall is received, in accordance with an embodiment of the invention;

FIG. 41 illustrates an environment where a device may be connected to anexternal device, according to an embodiment of the invention;

FIG. 42 illustrates exemplary functioning of the device (portabledevice) in the environment of FIG. 41, in accordance with an embodimentof the invention;

FIG. 43 illustrates exemplary functioning of the portable device such asa smart phone connected to a laptop in the environment of FIG. 41, inaccordance with another embodiment of

FIG. 44 illustrates exemplary functioning of the portable deviceconnected to a large display screen in the environment of FIG. 41, inaccordance with another embodiment of the invention;

FIG. 45 illustrates exemplary functioning of the portable device such asthe smart phone connected to a television screen in the environment ofFIG. 41, in accordance with another embodiment of the invention;

FIG. 46 illustrates exemplary functioning of the portable deviceconnected to a picture frame in the environment of FIG. 41, inaccordance with another embodiment of the invention;

FIG. 47 illustrates exemplary functioning of the portable deviceconnected to a Global Positioning System (GPS) navigation system in theenvironment of FIG. 41, in accordance with another embodiment of theinvention;

FIG. 48 illustrates exemplary functioning of the portable device such asthe smart phone connected to a projector in the environment of FIG. 41,in accordance with another embodiment of the invention;

FIG. 49 illustrates exemplary display of an Interactive Voice Response(IVR) menu on a large display screen connected to a portable device suchas the smart phone, in accordance with an embodiment of the invention;

FIG. 50 illustrates block diagram of the portable device, in accordancewith an embodiment of the invention;

FIG. 51 illustrates another block diagram of the portable device, inaccordance with an embodiment of the invention;

FIG. 52 illustrates an environment where a portable device may beconnected to a user device, in accordance with an embodiment of theinvention;

FIG. 53 illustrates an environment where a portable device may beconnected to a user device, in accordance with another embodiment of theinvention;

FIG. 54 illustrates exemplary functioning of the portable deviceconnected to a mobile phone in the environment of FIG. 52 or FIG. 53, inaccordance with an embodiment of the invention;

FIG. 55 illustrates exemplary functioning of the portable deviceconnected to a mobile phone and a projector in the environment of FIG.52 or FIG. 53, in accordance with another embodiment of the invention;

FIG. 56 illustrates another exemplary functioning of the portable deviceconnected to a mobile phone and a large screen in the environment ofFIG. 52 or FIG. 53, in accordance with another embodiment of theinvention;

FIG. 57 illustrates another exemplary functioning of the portable deviceconnected to a mobile phone and a television in the environment of FIG.52 or FIG. 53, in accordance with another embodiment of the invention;

FIG. 58 illustrates exemplary functioning of the portable deviceconnected to a mobile phone and a laptop in the environment of FIG. 52or FIG. 53, in accordance with another embodiment of the invention;

FIG. 59 illustrates another exemplary functioning of the portable deviceconnected to a picture frame and a wired telephone in the environment ofFIG. 52 or FIG. 53, in accordance with another embodiment of theinvention;

FIG. 60 illustrates exemplary functioning of the portable deviceconnected to a mobile phone and a GPS navigation system in theenvironment of FIG. 52 or FIG. 53, in accordance with another embodimentof the invention;

FIG. 61 illustrates an exemplary display of an Interactive VoiceResponse menu (IVR) on a large display screen connected to a portabledevice and a user device such as smart phone, in accordance with anembodiment of the invention;

FIG. 62 illustrates a block diagram of portable device 5202, inaccordance with an embodiment of the invention;

FIG. 63 is a flowchart illustrating the functioning of portable device4102, in accordance with an embodiment of the invention;

FIGS. 64A and 64B illustrates a flowchart for implementing the portabledevice in the environment of FIG. 52 and FIG. 53, in accordance with anembodiment of the invention;

FIG. 65 illustrates an exemplary functioning of Visuphone for displayingone or more contact options at a device, in accordance with anembodiment of the invention;

FIG. 66 illustrates change of display at user device 102, when a userselects a contact option, in accordance with an embodiment of theinvention;

FIG. 67 illustrates an exemplary functioning of Visuphone for displayingone or more contact options at a device, in accordance with anotherembodiment of the invention;

FIG. 68 illustrates change in display at device 102 based on selectionof a contact option by a user of device 102, in accordance with anembodiment of the invention; and

FIG. 69 illustrates a flow diagram illustrating an exemplary functioningof the Visuphone for displaying one or more contact options at a device,in accordance with an embodiment of the invention.

DETAILED DESCRIPTION OF THE INVENTION

Illustrative embodiments of the invention now will be described morefully hereinafter with reference to the accompanying drawings, in whichsome, but not all embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure will satisfy applicablelegal requirements. Like numbers refer to like elements throughout.

FIG. 1A illustrates an exemplary environment where various embodimentsof the invention may function. A device 102 a can be used by a caller106 for connecting to destinations 108 a-n. Device 102 a can be atelecommunication device that can connect directly to a Public SwitchedTelephone Network (PSTN) 110. A person skilled in the art willappreciate, that device 102 a can also connect to a private telephoneexchange. Examples of device 102 a include, but not limited to, a mobilephone, a Smartphone, a telephone, or any other device capable of voiceor data communication. Each of destinations 108 a-n may include one ormore Interactive Voice Response (IVR) menus. Further, each ofdestinations 108 a-n may have one or more associated phone numbers. Whencaller 106 dials a phone number of a destination and connects to anydestination from destinations 108 a-n, an audible IVR menu may be playedto caller 106. Each of destinations 108 a-n can have different and morethan one audible IVR menus. For example, IVR menus of bank may becompletely different from that of a hospital. Typically, the audible IVRmenu provided by destinations 108 a-n comprises audible options orinstructions. Caller 106 may be required to select various options fromthe audible IVR menu to obtain the required information or resource orservice from the dialed destination. Various types of destinations 108a-n that implement the audible IVR menu include, for example, banks,hotels, fast-food outlets, utility services providers, corporateoffices, and so forth.

In an embodiment, device 102 a includes a Visuphone 104 that can displaya visual IVR menu on device 102 a corresponding to the audible IVR menubased on a phone number of the destination to be connected. Visuphone104 may be hardware, an application stored as software, a firmware ondevice 102 a, or a combination thereof. Thereafter, caller 106 canselect the options of the audible IVR menu from the visual displaywithout the requirement to listen to the audible instructions. Further,Visuphone 104 may display one or more options based on the dialeddestination. Exemplary audible IVR menu at destination 108 a and acorresponding visual IVR menu are explained in detail in conjunctionwith FIGS. 2A and 2B.

In an embodiment of the invention, device 102 a can request for updatesfrom a server through a communication network. The server may maintainthe updated information of destinations and their associated properties.This may happen in a case when requested information is not available onthe dialed destination. The communication network can include more thanone device. Examples of the communication network include, but are notlimited to, the Network, PSTN, Local Area Network (LAN), Wide AreaNetwork (WAN), and so forth.

FIG. 1B illustrates another exemplary environment where variousembodiments of the invention may function. As shown, device 102 b can bea device that can be connected directly to a network 112. Examples ofdevice 102 b include, but are not limited to, a personal computer, alaptop, a mobile phone, a smart-phone, a fixed line telephone, VoiceOver Internet Protocol (VOIP) phone or other devices capable of voice ordata communication. Device 102 b may include various applications orcomputer programs that enable caller 106 to use device 102 b forconnecting to any of destinations 108 a-n through PSTN 110 over network112. For example, the applications may be VOIP applications, such as butnot limited to, Skype, Magic Jack, Google Talk and so forth. A gateway116 can be used to interconnect PSTN 110 and network 112. Network 112may include any wired or wireless network. Examples of network 112include, but are not limited to, a Local Area Network (LAN), a Wide AreaNetwork (WAN), a Wi-Fi network, and so forth. As discussed withreference to FIG. 1A, destinations 108 a-n can present the audible IVRto caller 106. Device 102 b includes Visuphone 104 b that displays avisual IVR menu on device 102 b corresponding to the audible IVR menubased on a phone number of the destination to be connected. Further,Visuphone 104 may display one or more options for communication ondevice 102 b.

FIG. 1C illustrates yet another exemplary environment where variousembodiments of the invention may function. As shown, device 102 c can beconnected to PSTN 110 through network 112 or through the cellularnetwork 111. Various service providers provide multiple or overlappingservices to customers. For example, cable television service providermay also provide phone and Internet service, optical Internet providermay also provide phone or television services, WiMax service providersthat provide phone service, and so forth. Network 112 may be any serviceprovider that provides such services, for example, but not limited to,cell phone services, wireless services, Internet services, cabletelevision services, or various combinations of the above or other typeof services. As discussed with reference to FIG. 1A, destinations 108a-n presents the audible IVR to caller 106. Device 102 c includesVisuphone 104 that displays a visual IVR menu on device 102 bcorresponding to the audible IVR menu based on a phone number of thedestination to be connected. Further, Visuphone 104 may display othercommunication options to caller 106.

In an embodiment of the invention, Visuphone 104 may call the dialeddestination based on the predefined calling information automatically.In an embodiment, Visuphone 104 may keep on calling to the dialeddestination until the requested information is received. In anembodiment, the dialed destination may request the information requestedby Visuphone 104 of device 102 c (or 102 a or 102 b), from a server ofthe communication network. Thereafter, the dialed destination may sendthe information received from the server to Visuphone 104 of device 102c. Further, Visuphone 104 may save and/or display the receivedinformation at device 102 c.

FIG. 2A illustrates an exemplary audible IVR menu 222 a at destination108 a, in accordance with an embodiment of an invention. A personskilled in the art will appreciate that audible IVR menu 222 a is anexemplary graphical representation of the audible instructions presentedby destination 108 a for the sake of explanation and is not an actualgraphical display. For explanation, assuming that destination 108 a is apizzeria that provides home delivery and takes away services. Caller 106connects to destination 108 a by dialing a board phone number 202 a.Subsequently, various options of audible IVR menu 222 a are played tocaller 106. The various options include an option 204 a that plays anaudible instruction, “press 2 for pizza order”, an option 206 a thatplays an audible instruction, “press 3 for order status”, an option 220a that plays an audible instruction, “press 0 for main menu”. Caller 106can select an option by pressing from device 102, a button correspondingto the instructions in the audible IVR menu. Subsequently, the selectedoptions are transmitted to the destination and the menu is advanced ifthere are any further options. Alternatively the display can present thenext layer of menu options to give the caller better view of the optiondomain and allow even faster interface between caller and the IVR.

For example, selection of option 204 a presents an option 208 a thatplays an audible instruction, “press 1 for veg” and an option 210 a thatplays an audible instruction, “press 2 for non-veg” is played.Similarly, selecting option 208 a or 210 a presents or option 214 a thatplays an audible instruction, “press 1 for home delivery”, an option 216a that plays an audible instruction, “press 2 for take away”. Similarly,selection of option 206 a presents an option 212 a that plays an audibleinstruction, “press 1 to talk to an executive”.

Options 204 a, 206 a, 208 a, 210 a, 212 a, 214 a, and 216 a are part ofa main menu 218 a. Main menu 218 a can be repeated by selecting option220 a by caller 106. Caller 106 may repeat main menu 218 a for example,in case of a mistake in selection. Therefore, caller 106 directlyinteracting with audible IVR menu 222 a may be required to listen to allor various audible options before executing a desired action. However,the interaction is simplified by Visuphone 104, that presents a visualIVR menu 222 b to caller 106 corresponding to audible IVR menu 222 a, asexplained with reference to FIG. 2B.

Further, each of destinations 108 a-n may have more than one audio IVRmenus. Therefore, different visual IVR menus corresponding to one ormore audio IVR menus can be available for each of destinations 108 a-n.In an embodiment, device 102 may include more than one visual IVR menusfor each destination of destinations 108 a-n based on the time. Hereinafter device 102 collectively refers to device 102 a, 102 b and 102 c.Therefore, different visual IVR menus corresponding to a destination 108might be presented to caller 106 depending on the time of dialing todestination 108.

In an exemplary scenario, in a hotel, the food items in a daytime menucard may be different from a night menu card. Accordingly, the optionsin the visual IVR menu may differ. Therefore, the visual IVR menus fordaytime and night can be different for the hotel. When caller 106 dialsthe phone number of the hotel in daytime, a daytime visual IVR menu canbe displayed at device 102 a, and if caller 106 calls at night, adifferent menu can be displayed at device 102 a. Therefore, a visual IVRmenu of the hotel displayed at the calling device for a call made atnoon may be different then the visual IVR menu displayed for anothercall made at evening.

FIG. 2B illustrates an exemplary visual IVR menu 222 b corresponding toan audible IVR menu 222 a, in accordance with an embodiment of theinvention. Visual IVR menu 222 b may be displayed on a screen of device102 b that may connect to destination 108 a through network 112 and PSTN110. In an embodiment, visual IVR menu 222 b can be displayed before aconnection is established with destination 108 a. A person skilled inthe art will appreciate that device 102 b is illustrated for the sake ofexplanation, and similar visual IVR menu 222 b can be displayed ondevice 102 a that connects to destination 108 a directly through PSTN110. Visual IVR menu 222 b includes various nodes corresponding to theoptions of an audible IVR menu of destination 108 a. The various nodesof visual IVR menu 222 b include a node 202 b for connecting to boardnumber 202 a of destination 108 a. Similarly, nodes 204 b, 206 b, 208 b,210 b, 212 b, 216 b corresponds to option 204 a, 206 a, 208 a, 210 a,212 a, 216 a respectively. A node corresponding to option 220 a may notbe required in visual IVR menu 222 b, as the complete menu is visibleand caller 106 may not be required to repeat audible IVR menu 222 a.Therefore, when caller 106 selects a node from visual IVR menu 222 b,Visuphone 104 automatically transmits the desired action correspondingto the options in audible IVR menu 222 a to dialed destination 108 a.For example, assuming that caller 106 calls destination 108 a to order aveg pizza for home delivery. In this case, caller 106 directly selectsnodes 208 b and 214 b from a touch screen of device 102 a, correspondingto veg pizza and home delivery from visual IVR menu 222 b.Alternatively, caller 106 directly selects nodes 204 b, 208 b and 214 bby pressing corresponding keys ‘2’, ‘1’, and from a keypad or screen ofdevice 102 a without a need to listen to the complete audible IVR menu.Visuphone 104 accordingly transmits the signals to audible IVR menu 222a. In this case, the signals required by audible IVR menu 222 a may bethe Dual Tone Multi-Frequency (DTMF) tones of ‘2’, ‘2’, and ‘1’ foroptions 204 a, 208 a, and 214 a. Moreover, caller 106 may not berequired to select all the options. For example, when caller 106 wantsto order a veg-pizza for take away. Then, only the nodes 208 b and 216 bmay be required to be selected, and node 204 b is automaticallyunderstood by Visuphone 104 b. Furthermore, a node that is necessary fora transaction is automatically highlighted. For example, if caller 106only selects node 216 b for take away, then node 208 b for a veg-pizzaor node 210 b for non-veg are highlighted for selection. In anembodiment of the invention, caller 106 may select nodes irrespective ofthe sequence presented in the audible IVR menu. For example, node 214 bfor home delivery may be selected before node 208 b of veg-pizza.Visuphone 104 automatically generates a sequence of the selections madeby caller 106 and transmits it to the destination. Furthermore,Visuphone 104 stores the selections and the numbers dialed by the callerduring the call in association with the destination phone number. In anembodiment, Visuphone 104 may enable callers to search or bookmarkoptions in a menu with a large number of options. For example, callerscan search for a node 214 b from the menu by typing ‘home delivery’. Asa result, navigation of a complete visual IVR menu may not be required.

In an embodiment of the invention, visual IVR menu 222 b is displayed tocaller 106 when a call is received at device 102 from a destination ofdestinations 108 a-n. For example, a service provider may call toprovide information about new services or account of caller 106.Further, caller 106 may be required to select various options based onhis preferences. Visuphone 104 b may detect the received number andcorrespondingly display a visual IVR menu to the caller. Further, thecalling destination may push or send the visual IVR menu associated withthe destination to device 102 a (102 b or 102 c). The process ofdisplaying visual IVR menu when a call is received at the device isexplained in detail in FIG. 35 to FIG. 40.

FIG. 2C illustrates an exemplary visual IVR menu 222 c with addedgraphics for the nodes. It is well known that graphics are easier tolearn and are faster to recognize than words. Therefore, graphics areused in various computerized device interfaces. The exemplary graphicsas shown with reference to FIG. 2C are icons. Various other types ofgraphics can be displayed for example, animated icons, icons thathighlight or animate when the node is highlighted, and so forth.

In an embodiment, the graphics may be displayed for each node or a fewnodes based on the usability of visual IVR menu 222 c. For example, forthe node 208 an icon of a vegetable may be displayed to designate avegetarian pizza, and an icon of house for the node 214 c of homedelivery may be displayed. In an embodiment of the invention, visual IVRmenu 222 c can be customized to display only the text, only the icons orboth. Furthermore, caller 106 can suggest or use various icons based onhis preferences.

FIG. 2D illustrate an exemplary tooltip that is displayed when a cursoris hovered over an option in the visual IVR menu. As shown, a tooltipbox 222 is displayed when a cursor 226 is hovered on option 204 c or 206c. Similarly, a Tooltip box 224 may be displayed containing the nextmenu text with or without it's available options 210 c, 208 c in casethe caller decides to select the option over which cursor 226 ishovered, for example option 204 c.

In an embodiment of the invention, Visuphone 104 b may provide astandard menu per group of similar audible IVR or destinations. Withreference to FIG. 2B, an example of a menu at a pizza provider isdiscussed. Generally, every pizza provider may have its specific audibleIVR menu. However, caller 106 may prefer to use a single standard visualIVR menu for all pizza providers. Therefore, learning a single visualIVR menu will be useful for engaging various providers. In such a case,the database may include a standard menu per class of compatibleproviders. Visuphone 104 may offer caller 106 an option to use thestandard domain menu. Therefore, when caller 106 makes a selection onthe standard menu, Visuphone 104 may translate the selection to thespecific audible IVR menu selection and send the proper dialing tones(or DTMF) to that specific audible IVR. Furthermore, the standard menusmay be published. Therefore, various providers may modify their ownmenus to help their customers. Additional aspect of the standard menu isthe use of icons as discussed with reference to FIG. 2C. The icons mayrepresent standard choice across various domains. For example, if aspecific icon may represent sales, then the same icon may be used forsales of airlines tickets when the destination is an airline company orsales of telephone service when the destination is a telephone company.In an embodiment of the invention, the caller may customize the icons orgraphics displayed on the menu.

FIG. 3 illustrates exemplary components of device 102 a for implementingVisuphone 104. Device 102 a includes a system bus 324 to connect thevarious components. Examples of system bus 324 include several types ofbus structures including a memory bus or memory controller, a peripheralbus, or a local bus using any of a variety of bus architectures. Asdiscussed with reference to FIG. 1A, device 102 a can be a device suchas computer, a smart-phone and so forth. Device 102 a can connect toPSTN 110 through a gateway 326, which is connected to network 112through a network interface 314. Input/Output (IO) interface 316 ofdevice 102 a may be configured to connect external or peripheral devicessuch as a memory card 318, a keyboard 320 a, a mouse 320 b and aUniversal Serial Bus (USB) device 322. Although not shown, various otherdevices can be connected through IO interface 316 to device 102 a. In anembodiment of the invention, device 102 a may be connected to a hub thatprovides various services such as voice communication, Internet access,television services, and so forth. For example, the hub may be a HomeGateway device that acts as a hub between the home environment and theBroadband Network.

Device 102 a includes a display 302 to output graphical information tocaller 106. In an embodiment of the invention, display 302 may includesa touch sensitive screen. Therefore, caller 106 can provide inputs todevice 102 a by touching display 302 or by point and click using the‘mouse’. Memory 306 of device 102 a stores various programs, data and/orinstructions that can be executed by a Central Processing Unit (CPU)304. Examples of memory 306 include, but are not limited to, a RandomAccess Memory (RAM), a Read Only Memory (ROM), a hard disk, and soforth. A person skilled in the art will appreciate that other types ofcomputer-readable media which can store data that is accessible by acomputer, such as magnetic cassettes, flash memory cards, digital videodisks, and the like, may also be used by device 102 a. Memory 306 mayinclude Operating System (OS) (not shown) for device 102 a to function.Further, memory 306 may include other applications 310 that enable thecaller to communicate with destinations. Examples of other applications310 include, but are not limited to, Skype, Google Talk, Magic Jack, andso forth. Other applications 310 may be stored as software or firmwareon device 102 a.

Further, memory 306 includes Visuphone 104 for presenting a visual IVRmenu corresponding to the audible IVR menu of destination as discussedwith reference to FIGS. 2A, 2B and 2C. Visuphone 104 may be anapplication stored as a software or firmware on device 102 a. The visualIVR menus are stored in a visual menu database 308 in memory 306 ofdevice 102 a. Visuphone 104 searches visual menu database 308 for visualIVR menus corresponding a phone number of destinations 108 a-n dialed bycaller 106. In an embodiment, Visuphone 104 searches visual menudatabase 308 for visual IVR menus corresponding to a phone number of acalling destination. Subsequently, if the visual IVR menu for the phonenumber is available in the database, then the visual IVR menu isdisplayed on display 302. Further, Visuphone 104 may be implemented as aplug-in to other applications 310. Therefore, when a phone number isdialed from other applications 310, Visuphone 104 detects the dialing ofthe number and automatically displays the visual IVR menu correspondingto the phone number. Thereafter, the caller can interact with the visualIVR menu, without listening to the complete audible IVR menu ofdestinations.

With reference to FIG. 4, an exemplary display of a visual IVR menu 406on device 102 c is illustrated. The caller may dial a phone number 402corresponding to a destination using keypad 320. Keypad 320 may be aphysical keypad or a virtual keypad displayed on a touch screen display412. Subsequently, visual IVR menu 406 corresponding to phone number 402is searched and displayed on a display 412.

In an exemplary instance, if caller dials a phone number of an IVRdestination, then a visual IVR menu corresponding to audible IVR menu ofthe dialed destination is displayed on display 412. Similarly, if thecaller receives a call from a phone number of destination, then a visualIVR menu corresponding to audible IVR menu of destination is displayedon display 412. Thereafter, caller can interact with the visual IVR menuto select options from the audible IVR menu. Visual IVR menu 406 may bedisplayed before actual connection of device 102 c to destinations.Therefore, caller can select a desired action from visual IVR menu 406before connecting to destinations. In an embodiment of the invention,visual IVR menu 406 may be provided in real-time to caller. In anembodiment of the invention, visual IVR menu 406 is provided a messagingservice such as a Short Messaging Service (SMS). Therefore, destinationsmay provide customized visual IVR menu 406 to caller 106. Visual IVRmenu 406 may be customized based on the profile of caller. In anembodiment of the invention, the profile may be generated based onaccess pattern of caller or the data capture by a hub connected todevice 102 c.

Caller can interact with visual IVR menu 406 by pressing a desiredbutton from keypad 320. For example, caller can press a ‘5’ key fromkeypad 320 to select a node 5 in visual IVR menu 406. Further, callercan directly select the node 5 of visual IVR menu 406 from display 412,in case of a touch sensitive screen. Depending on the complexity or sizeof destinations, visual IVR menu 406 may have various nodes. Moreover,display area of display 412 may be limited or small. As a result, allthe nodes of visual IVR menu 406 may not be displayed together ondisplay 412. In such a case, Visuphone 104 is configured to allow callerto navigate by scrolling horizontally and/or vertically to view nodes onvisual IVR menu 406. Further, Visuphone 104 may detect the capability ofdevice 102 a before displaying the visual IVR menu. For example, in casedevice 102 a is a basic mobile phone with limited functionality of thedisplay screen. Therefore, Visuphone 104 may display the visual IVR menuin form of a simple list. Similarly, a list may be displayed in case offixed line telephones. Moreover, in case device 102 c includes a highcapability screen, such as but not limited to an iPhone, then the visualIVR menu is displayed in form of graphics.

Subsequently, after caller selects a desired action from visual IVR menu406, a connection is established between device 102 c and destinationsbased on the selected option. In one embodiment, Visuphone 104 isconfigured to detect and present an application or computer programavailable on device 102 c.

In an embodiment, Visuphone 104 may be configured to display anadvertisement 408. Advertisement 408 may correspond to the type ofservices provided by the dialed destinations. For example, ifdestination dialed is a pizzeria, then advertisement 408 may includepromotions or offers about a new pizza. Moreover, advertisement 408 mayinclude promotions or offers from a third party or a competitor of thedestination. Further, Visuphone 104 may be coupled to an advertisingdatabase. The advertising database may include advertisements related tothe phone numbers of the destinations. The advertising database may bestored at device 102 c, the destinations, service providers or otherthird party servers. Further, the advertisements may be provided basedon a profile of caller. For example, assuming that the caller calls abank holding his saving account. Therefore, the advertisement displayedto the caller may be based on the location, address, account balance,type and volume of transactions, loans, purchases and so forth.

Visuphone 104 may be configured to connect to an intended destination,when caller selects advertisement 408. Further, Visuphone 104 maydisplay visual IVR menu 406 of the intended destination. In anembodiment, Visuphone 104 may store the interactions of caller withvisual IVR menus. For example, Visuphone 104 may automatically learn thenumbers dialed or options selected from the menu. Moreover, the learnednumbers or choices are associated with the dialed phone number of thedestination. Therefore, the caller is assisted in his future calls. Forexample, when caller calls the destination again, then the actions thatwere performed in the last interaction are presented prominently tocaller; or a previous sequence may be automatically performed. Further,the actions that are frequently performed are presented prominently tothe caller. For example, if caller dials a bank frequently to enquireabout his account balance, then the options for selecting his accountbalance may be highlighted.

In an embodiment, Visuphone 104 may display a visual IVR menu associatedwith the dialed destination. In an embodiment, Visuphone 104 may displaya mode option on a screen of device 102. The mode option may be selectedby a caller such as caller 106 for switching the mode of device 102.Based on the selected mode of device 102, one or more input or outputoptions may be displayed on the screen. Example of the one or more inputor output options include, but are not limited to, a date of making acall, a time of making a call, a predefined time interval for repeatinga call, and so forth.

In an embodiment of the invention, the mode option is a scheduling modeoption. Caller 106 may switch device 102 to a scheduling mode byselecting the mode option. In an embodiment, when device 102 is inscheduling mode, Visuphone 104 may save the inputs from caller 106. Inan embodiment, Visuphone 104 may save the options of the displayedvisual IVR menu selected by caller 106. In the scheduling mode,Visuphone 104 may display one or more input options on the screen toenter a call schedule including a date and a time information. In anembodiment, Visuphone 104 may further ask caller 106 to enter otherimportant information required for dialing the phone number of thedestination automatically at a later time. Thereafter, caller 106 mayenter the date and time information for dialing the phone number of thedestination. Furthermore, Visuphone 104 may call a phone number of adestination of destinations 108 a-n automatically based on thepredefined calling information. The predefined calling information canbe entered by caller 106. The predefined calling information may includethe selection information and the call schedule. The selectioninformation may include one or more options of the displayed visual IVRmenu associated with the dialed destination, selected by caller 106.

In an embodiment of the invention, Visuphone 104 may establish acommunication with the dialed destination based on the predefinedcalling information. Further, Visuphone 104 may request information fromthe dialed destination based on the predefined calling information.Furthermore, Visuphone 104 may receive the requested information fromthe dialed destination based on the predefined calling information. Inan embodiment, caller 106 may also interact with the dialed destinationafter establishment of the communication. Furthermore, Visuphone 104 maysave the received information at device 102. In an embodiment, Visuphone104 may convert the format of the received information from a firstformat to a second format. In an embodiment, the first format of thereceived information may be an audio format. Examples of the audioformat include, but are not limited to, WAV, Real Audio, MusicalInstrument Digital Interface (MIDI), Windows Media Audio (WMA), MP3,Ogg, and so forth. In an embodiment, the second format may be a textformat such as a Unicode text, Rich Text format, HyperText MarkupLanguage (HTML) or any other format compatible with device 102 a. In anembodiment, Visuphone 104 may display the received information at device102 a.

FIG. 5 illustrates exemplary components of device 102 b for implementingVisuphone 104, in accordance with another embodiment of the invention.Device 102 b includes a system bus 526 to connect the variouscomponents. Examples of system bus 526 include several types of busstructures such as, but not limited to, a memory bus or memorycontroller, a peripheral bus, or a local bus using any of a variety ofbus architectures. As discussed with reference to FIG. 1B, device 102 bcan be a computing device such as, but not limited to, a personalcomputer, a laptop, a mobile phone, a smart-phone, and so forth. Device102 b can connect to network 112 through a network interface 514.Further, device 102 b can connect to PSTN 110 through gateway 116 andnetwork 112 through network interface 514. Input/Output (IO) interface516 of device 102 b may be configured to connect external or peripheraldevices such as a mouse 518, a keyboard 520, a speaker 522, microphone523, and a camera 524. Although not shown, various other devices such ashard disk, a Universal Serial Bus (USB) device or others can beconnected through IO interface 516 to device 102 b. A person skilled inthe art will appreciate that although not described, various other typesof devices capable of voice and/or data communication can be connectedto device 102 b.

Device 102 b includes a display interface 502 to connect to a display512. Display interface 502 can be for example, a video adapter. Display512 outputs graphical information to caller. In an embodiment of theinvention, display 512 includes a touch sensitive screen. Therefore,caller 106 can provide inputs to device 102 b by touching display 512 orby pointing with the mouse and click. Memory 506 of device 102 b storesvarious programs, data and/or instructions that can be executed byCentral Processing Unit (CPU) 504. Examples of memory 506 include, butare not limited to, a Random Access Memory (RAM), a Read Only Memory(ROM), a hard disk, and so forth. A person skilled in the art willappreciate that other types of computer-readable media which can storedata that is accessible by a computer, such as magnetic cassettes, flashmemory cards, digital video disks, and the like, may also be used bydevice 102 b. Memory 506 may include Operating System (OS) (not shown)for device 102 b to function. Further, memory 506 may include otherapplications 510 that enable caller 106 to communicate with destinations108 a-n. Examples of other applications 510 include, but are not limitedto, Skype, Google Talk, Magic Jack, and so forth. Other applications 510may be stored as software or firmware on device 102 b. Further, memory506 includes Visuphone 104 for searching and presenting a visual IVRmenu corresponding to the audible IVR menu of a destination as discussedwith reference to FIGS. 2A and 2B. Visuphone 104 may be an applicationstored as a software or firmware on device 102 b. The visual IVR menusare stored in visual menu database 308 in memory 506 of device 102 b.Visuphone 104 searches visual menu database 308 for visual IVR menucorresponding to a phone number of a destination dialed by caller 106.Subsequently, the visual IVR menu is presented on display 512 forselection of options by caller 106. Further, Visuphone 104 may beimplemented as plug-in to other applications 510. Therefore, when aphone number is dialed from other applications 510, Visuphone 104detects the dialing and automatically searches and displays the visualIVR menu corresponding to the dialed phone number. Thereafter, caller106 can interact with the visual IVR menu, without listening to theaudible IVR menu of destinations 108 a-n.

FIG. 6 illustrates an exemplary display of a visual IVR menu 604 ondevice 102 b, in accordance with an embodiment of an invention. Caller106 may dial a phone number 610 from a VOIP application 608 on device102 b. Phone number 610 may correspond to any of destinations 108 a-n.In an embodiment, caller selects a pre-stored phone number from theapplication 608. Subsequently, visual IVR menu 604 corresponding to adialed destination is displayed on display 512. In an embodiment,display 512 may comprise a touch sensitive screen. Therefore, caller 106can interact with device 102 b directly through display 512.

In an exemplary instance, if caller 106 dials a phone number ofdestination, then a visual IVR menu corresponding to audible IVR menu ofdestination is displayed. Thereafter, caller 106 can interact with thevisual IVR menu to select options and to transmit inputs for the audibleIVR menu of the corresponding destination. Visual IVR menu 604 could bedisplayed before actual connection of device 102 b to destinations.Therefore, caller 106 can select a desired option from visual IVR menu604 before establishing a connection to the dialed destination.Depending on the complexity or size of the destinations, visual IVR menu604 may have various nodes. For example, an organization with 50departments may have more menu options or nodes than that of anorganization with 10 departments. Further, the display area of display512 may be limited. As a result, all the nodes of visual IVR menu 604may not be displayed together on display 512. In such a case, Visuphone104 is configured to allow caller 106 to navigate by scrollinghorizontally and/or vertically to view nodes on visual IVR menu 604.Moreover, caller 106 can search for a desired option from the visual IVRmenu.

Subsequently, after caller 106 selects a desired option from visual IVRmenu 604, a connection is established between device 102 b and adestination based on the selected action. In one embodiment, Visuphone104 is configured to detect and present applications suitable to caller106 for initiating the connection. For example, Visuphone 104 may detectmore than one VOIP applications present in device 102 b and present themto caller 106 on display 512. Thereafter, caller 106 can select anapplication to be used or initiate the connection in a defaultconfiguration. The default configuration can be for example, VOIPapplication 608 on which phone number 610 was dialed. In anotherembodiment, caller 610 may select a phone number displayed inapplications such as a browser, messenger, or a mail client.Subsequently, Visuphone 104 detects and presents applications suitableto caller 106 for initiating the connection. Furthermore, Visuphone 104is configured to display visual IVR menu 604 for the phone numberselected from the applications. Further, one or more options such asfile, edit, new, and so forth may be displayed in field 602 as shown.

In an embodiment, Visuphone 104 is further configured to display anadvertisement 606. Advertisement 606 may correspond to the type ofservices provided by destinations. For example, if the destination is abank, then advertisement 606 may include promotions or offers about newloans or schemes. Moreover, advertisement 606 may include promotions oroffers from a third party or a competitor of destination. Visuphone 104may be configured to connect to intended destination, when callerselects advertisement 606. Further, Visuphone 104 displays visual IVRmenu 606 of the intended destination. In an embodiment, Visuphone 104stores the interactions of caller with visual IVR menus after a call toan IVR was made. Therefore, when caller calls the same destinationagain, then the options that were selected in the last interaction arepresented prominently. Further, the options that are frequently selectedcan be presented prominently. For example, if caller dials a bankfrequently to check his account balance, then the options for selectinghis account balance may be highlighted. Additionally the informationsuch his account number can be brought up to save effort for the callerwho can than just OK for that ‘auto fill’ to be dialed out to the IVR atthe proper time.

As illustrated in FIG. 7, device 102 b may include a web browser 702 todisplay web pages from the Internet and/or other computer networks.Various websites provide a phone number on the web pages as aclick-to-talk button. The clickable button can provide, for example, acontact number of executives of the organization. The clickable buttonmay be programmed to display a phone number of the organization and/ordisplay a caller a form to provide his contact details, so that anexecutive from the organization can call back the caller. Visuphone 104is configured to detect a connect button 706 on a webpage 704. Connectbutton 706 may be used by Visuphone 104 to initiate a connection to adestination 108.

Thereafter, Visuphone 104 can detect and launch a VOIP application ondevice 102 b. In an embodiment, in case more than one application isavailable on device 102, Visuphone 104 selects a VOIP applicationpreferred by caller. Moreover, Visuphone 104 may be configured toautomatically login into the VOIP application. In an embodiment, caller106 stores the login details for the VOIP application in Visuphone 104.Further, Visuphone 104 displays a visual IVR menu corresponding toaudible IVR menu of the destination connected once click on connect 706tab. Therefore, caller 106 can connect to the destination from webbrowser 702 automatically and may not be required to dial the phonenumber or provide call-back information.

In an embodiment of the invention, Visuphone 104 may include a VOIPplug-in that monitors the outgoing calls made from the VOIP application.Therefore, the VOIP plug-in may search each dialed number in visual menudatabase 308. In case, the dialed number is found in visual menudatabase 308 and is associated with an IVR, then the VOIP plug-in maydisplay the visual IVR menu corresponding to the audible IVR menu of thedialed number.

Another embodiment of the invention allows the caller to select thevisual IVR menu using car display like GPS display. Hands-free cellphone system is used in many cars as a separated device or as anintegrated system in the car. These devices allow the caller to talkwith the cell phone without holding the cell phone in his hands. Somedevices are using the car speakers for the phone call. In many cases,the hands-free system can use a display screen in the car like GPSscreen or other display. Following voice menu while driving might not bethe optimal way to use hands-free cell phone system. In some cases,selecting an option from a visual IVR menu is preferred. While drivingor stopping in red light, it might be easier to use larger display likethe GPS display in the car. The display can present the visual IVR menuand the caller can select the option from the menu. The computing engineto support the visual IVR menu could be embedded in the car GPS systemor in another controller that have access to the car display. Once thesystem recognizes a destination of a call to be an IVR it will accessthe database pull out the menu and display. Accordingly all the otherVisuphone features could be incorporated.

FIG. 8 illustrates exemplary software architecture 800 of Visuphone 104,in accordance with an embodiment of the invention. A hardware layer 802includes various hardware of device. For example, but not limited to, amouse, a keyboard, a speaker, a microphone, a camera, a USB device, adisplay, and so forth. The drivers or files required for properfunctioning or installation of the hardware of device are provided by adrivers layer 804. Moreover, drivers layer 802 interfaces with anOperating System 806.

Operating System 806 provides memory and environment required byVisuphone 104 and other applications 808 for functioning on device.Examples of Operating System 806 include, but are not limited to,Windows, Macintosh, Linux, Symbian, Andriod, and so forth. Visuphone 104may be implemented as a plug-in to other applications 808, such asSkype, Google Talk, web browser, mail client, and so forth. In anembodiment, Visuphone 104 may be implemented as a standalone applicationon device. Further, Visuphone 104 may be configured to execute as abackground application. Therefore, caller 106 may not be required tospecifically launch Visuphone 104. Furthermore, Visuphone 104 may beimplemented as a multi-threaded application. Therefore, visual IVR menusof more than one destination may be displayed simultaneously on device.

FIG. 9 illustrates exemplary components of Visuphone 104, in accordancewith an embodiment of the invention. As discussed above, Visuphone 104may be implemented as hardware, software, or firmware on device 102.Further, Visuphone 104 may be configured to execute as a backgroundprocess on device. In an embodiment, Visuphone 104 may be configured toexecute as a system service. Therefore, other processes or applicationsexecuting on the device may not block the operation of Visuphone 104.

When caller 106 dials, selects or receives a phone number on the device,a detection module 902 of Visuphone 104 detects that a phone number hasbeen dialed, selected or received. For example, detection module 902 maydetect key presses or caller ID on device. Caller 106 may use a VOIPapplication on device for dialing the phone number. Moreover, caller 106may use a mouse to a joystick to select or press icons of numbersdisplayed on the VOIP application. Further, detection module 902 isconfigured to identify the VOIP applications available on device andused by caller. Moreover, detection module 902 may detect the positionco-ordinates of the VOIP application on a display of device. Forexample, in case device includes the Microsoft Windows OS, then theposition co-ordinates of the VOIP application can be detected from theregistry of the OS. Detection module 902 may be configured to store theposition of number icons relative to position co-ordinates of variousVOIP applications. Therefore, based on the co-ordinates of the positionof the VOIP application, detection module 902 can detect the exactposition of each number icon on the display of device. For example, ifthe co-ordinates of a top-left edge of the VOIP application is (X,Y) onthe display, and the co-ordinates of an icon for number ‘1’ on VOIPapplication is (X1,Y1) relative to its top-left edge, then the exactco-ordinates of the icon for number ‘1’ may be calculated as (X+X1,Y+Y1) on the display. A person skilled in the art will appreciate thatother types of mathematical operations can be applied to calculate theco-ordinates of the icons on the display of the device.

Detection module 902 may be configured to detect the co-ordinates of thecursor on the display of device. Further, detection module may beconfigured to detect the action events generated by the mouse orjoystick, such as a click, a double click, a drag, a select, a scroll,and so forth. Therefore, when caller selects or press a number on theVOIP application, detection module 902 may detect the number from theposition of the cursor, the VOIP application and the number icon. In anembodiment, detection module 902 may be configured to store the lastused co-ordinates of the VOIP application and number icons. Therefore,detection and/or calculation of the co-ordinates may not be required.Furthermore, detection module 902 may be configured to detect a connectbutton displayed on a web page of a browser on device as explained withreference to FIG. 7. Therefore, when caller clicks the connect button,detection module 902 identifies the phone number behind the connectbutton. In an embodiment, detection module 902 detects the connectbutton and the associated phone number by scanning the source code ofthe web page.

The phone number detected by detection module 902 is used by a searchmodule 904 of Visuphone 104. In an embodiment, detection module 902 maybe configured to transfer each digit to search module 904 in real-timeas clicked by caller. Search module 904 searches visual IVR menudatabase for visual IVR menu corresponding to the phone number. Anexemplary visual IVR menu is as explained above in conjunction withFIGS. 2B and 2C. As discussed above, visual IVR menu database storesvisual IVR menus corresponding to the audible IVR menus of destinations108 a-n. Moreover, visual IVR menu database may store other information,which is explained in conjunction with FIG. 10. Search module 904 mayalso be configured to search for other information in visual IVR menudatabase. In an embodiment, search module searches visual IVR menudatabase in real-time based on the digits received from detection module902. Therefore, a visual IVR menu may be identified based on the bestmatch of the number formed by the received digits in visual IVR menudatabase. As a result, caller may not be required to dial, click, pressor select the complete number, which may be convenient and time saving.

The visual IVR menu identified by a search module 904 is displayed onthe display of device by display module 906 of Visuphone 104. Displaymodule 906 identifies the position on the display where the visual IVRmenu is to be displayed. In an embodiment, the visual IVR menu isdisplayed such that there is minimum overlap with the VOIP applicationfrom which the phone number was dialed or selected. Moreover, displaymodule 906 identifies the size of the visual IVR menu for display basedon the characteristics of the display screen of device. Examples ofcharacteristics of the display screen include, but are not limited to, ascreen size, resolution, and so forth. Furthermore, in case the visualIVR menu is not completely displayed on the display, then display module906 may allow caller to navigate the visual IVR menu by scrolling.Moreover, display module 906 may be configured to display otherinformation received from search module 904.

Caller 106 may interact with the visual IVR menu or other informationdisplayed on device 102. For example, caller 102 may scroll through thevisual IVR menu, or select a node from the visual IVR menu. Therefore,when caller 106 selects a node from the visual IVR menu, detectionmodule 902 detects the selected node and communicates the selection to aconnection module 908. Thereafter, connection module 908 may establish aconnection between device 102 and a destination 108 based on the nodesselected by caller. Connection module 908 may be configured to detectcommunication systems available in device. For example, in a case,device 102 is a phone not connected to the Internet, connection module908 may detect that only a radio connection can be made. Otherwise, amost suitable or a connection preferred by caller 106 can be made. In anembodiment, connection module 908 may allow caller 106 to select a VOIPapplication to establish the connection. In another embodiment,communication module 908 may launch a default VOIP application on device102. In yet another embodiment of the invention, connection module 908can use a VOIP protocol stack defined by Visuphone 104 to establish theconnection.

In an embodiment, a call of caller 106 may be transferred from one pointin the organization to another point within the same organization or toa completely different organization (or another branch of sameorganization). For example, a call of caller 106 with destination 108 amay be transferred to destination 108 b. However, destinations 108 a and108 b may have different audible IVR menus. Connection module 908 isconfigured to identify the transfer of call and to switch the visual IVRmenu of destination 108 a with destination 108 b. The switching ofvisual IVR menus is explained in detail in conjunction with FIG. 11.

Some organizations such as banks may require caller 106 to present avoice input for the purpose of authentication. For example, caller 106may be required to voice out his name or an answer to a securityquestion specified by caller 106 to the bank. Furthermore, voice inputmay be required to accept or decline a transaction. Caller 106 mayrecord and store the voice responses for such authentications orquestions alternatively the system can use synthesis voice. Therefore,when connection module 908 detects that a voice authentication isrequired, and then voice module 910 is used. Voice module 910 providesvoice inputs on behalf of caller 106 by using the responses recorded bycaller 106. Subsequently, the connection or the transaction can beprocessed.

As discussed in conjunction with FIGS. 4 and 6, Visuphone 104 may beconfigured to display advertisements on device 102. The advertisementsare managed by advertisement module 912 of Visuphone 104. Theadvertisement may be selected based on the type of destinations. Forexample, when a dialed destination is a bank, then an advertisementrelated to banking may be displayed. Moreover, the advertisement can berelated a third-party dealing in the same business or professional areaor a competitor of the dialed destination. The displayed advertisementmay be a text, audio, image or video. In one embodiment, advertisementmodule 912 may display the advertisements based on the connectionbandwidth available at device 102. In another embodiment, advertisementmodule 912 may display the advertisements based on the pre-setpreferences by caller 106. In one embodiment, advertisement module 912may be configured to receive the advertisements directly from the dialeddestination. In another embodiment, advertisement module 912 may beconfigured to receive the advertisements from a remote server on anetwork. The remote server is explained in detail in conjunction withFIG. 10. A selection or click by caller 106 on advertisements may bedetected by detection module 902 to display a visual IVR menu of thedestination for which the advertisement was displayed.

In some cases, the audible IVR menu of destination may change. Forexample, the extension numbers of agents in banks may be changed due toaddition of new agents. A person skilled in the art will appreciate thatthere can be other reasons for the audible IVR menu of a destination tobe edited, amended or updated. Further, new organizations may beavailable that use audible IVR menus. The visual IVR menus for these neworganizations may not be available in visual IVR menu database stored ondevice. Therefore, visual IVR menu database may be required to beupdated. In an embodiment, Visuphone may be updated to provideadditional functionalities to caller. An update module 914 may beconfigured to update the visual IVR menus stored in visual IVR menudatabase of device. Moreover, update module 914 may be configured toupdate Visuphone. Update module 914 may receive the updated visual IVRmenus from the remote server on the network. The remote server isexplained in detail in conjunction with FIG. 10.

Visuphone 104 may record the caller's selections or keystrokes foraudible IVR menus by using customization module 916. The keystrokes maybe some personal data of the caller such as his account number, customernumber, and so forth. Visuphone can provide better support to caller bypresenting the recorded keystrokes so that the caller can approve andsending them without entering them every time. Customization module 916personalizes the generic visual IVR menu by associating the keystrokeswith it and storing in visual menu database 308. Alternatively, anadditional set of standard may be defined for representing caller data.In this case, only the code indicating the type of required data isadded to visual menu database 308. Visuphone 104 can than build arelatively small table in visual menu database 308, with the variouspersonal data codes and the actual caller data as analyzed from thecaller's keystrokes during his connection with destinations of theaudible IVR menus.

FIG. 10 illustrates an exemplary remote server 1002 connected to aremote repository 1004. As shown remote server 1002 is connected todevice 102 through a computer network 1006. Further, remote server 1002can be connected to destinations 108 a-n through computer network 1006,a gateway 1008, and a PSTN 1010. A person skilled in the art willappreciate that device 102 can connect to destinations 108 a-n directlythrough PSTN 1010; therefore the connection is not limited to network1006. Each of destinations 108 a-n may be connected to audible IVR menurepository 1012 a-n, here after referred to as destination repository1012 a-n.

Further, device 102 includes visual menu database 308. As discussedabove, visual menu database 308 includes visual IVR menus correspondingto audible IVR menus of destinations 108 a-n. Moreover, visual menudatabase 308 may store other information such as profile of caller,voice response of caller, login details for a VOIP application,preferences of caller, ratings for visual IVR menus, identity of visualIVR menus, and so forth. As discussed in conjunction with FIG. 9,Visuphone 104, the visual IVR menus or other information stored invisual menu database 308 may require to be updated. In an embodiment,visual menu database 308 is updated by information received from remoterepository 1004. In another embodiment of the invention, visual menudatabase 308 may be updated by receiving menus through Short MessagingService (SMS). The SMS may be sent from destination 108 a-n or remoterepository 1004 to device 102. Remote repository 1004 includes visualIVR menus corresponding to audible IVR menus of destinations 108 a-n.Further, remote repository 1004 stores advertisements related todestinations 108 a-n, last updated time of the visual IVR menus, ratingof visual IVR menus, and so forth.

In case, the audible IVR menu of a destination is changed, caller maynot be able to connect to the destination by using Visuphone. Visuphoneis configured to detect the error generated while establishing theconnection. For example, caller may select a node in the visual IVR menuthat may not have a corresponding option available in audible IVR menu,or a connection not be established between device 102 and thedestination. The error is detected by update module 914 of Visuphone.Subsequently, update module 914 sends an error report to remote server1002. Remote server 1002 may check remote repository 1004 for updatesrelated to the visual IVR menu. Thereafter, in case any updates areavailable, remote server 1002 may send the updates to device 102 forperforming the update. In an embodiment, visual menu database 308 may bechecked and updated based on a pre-defined time interval by device 102.In an embodiment, the error report may include the error generated andan Identity (ID) or version of the visual IVR menu on which the errorwas generated. In case, the updates are not available in remoterepository 1004, then an update of remote repository 1004 may berequired.

In an embodiment of the invention, remote repository 1004 is updatedbased on a pre-defined time interval. In another embodiment of theinvention, the caller can rate the relevance or correctness of thevisual IVR menu from device 102. Therefore, remote repository 1004 canbe updated based on a cumulative ratings received from callers and othercallers of the visual IVR menu. Remote server 1002 can comprise aprocess of continuously scanning the IVRs 108 a to 108 n updating remoterepository 1004 with changes of various IVR menus and adding additionmenu records for new IVRs. Also, remote server 1002 might get a ‘problemreport’ from device 102 if caller identify problem between the menus asit is in database 308 and the audible menu of a specific IVR. In suchcase a recheck process will be initiated to update remote repository1004 and the new information can be than offered to device 102 fordownload an update.

In an embodiment, device 102 may send one or more messages or datapackets for connection establishment with one of the destinations.Further, Visuphone 104 may detect a data network such as internet forsending data packets. The data network is a network capable ofestablishing data and voice communication among various communicationdevices (or devices). In an embodiment, when a data network is notavailable the one or more messages for establishing connection may besent using Dual-Tone Multi-Frequency (DTMF) tones or messages. Theprocess of establishing connection between device and a secondcommunication device (or destination) is described in detail in FIGS.31A, 31B, 31C, 31D, 32, 33 and 34.

In an embodiment of the invention, visual menu database 308 may includeother information and parameters related to the visual IVR menus. Theparameters related to the visual IVR menus enable accessing, modifyingor updating of the visual IVR menus. Examples of parameters of visualIVR menus include, but are not limited to, ID or version of the visualIVR menus, destination phone numbers, and a last update timestamp.Furthermore, visual menu database 308 may include other information suchas a profile, the calling history, or preferences of the caller. Thecalling history of a caller may include the numbers dialed or received,most frequent numbers dialed or received, most frequent nodes selectedfrom visual IVR menus. The profile of a caller may include, but is notlimited to, the name, age, sex, address, phone number, profession,office address, recorded voice responses for visual IVR menus, or otherpersonal and professional details of the caller.

FIG. 11 illustrates an exemplary process for presentation of the visualIVR menu when the call of caller 106 is forwarded or transferred fromdestination 108 a to destination 108 b, in accordance with an embodimentof the invention. Destination 108 a may have completely differentaudible IVR menus as compared to destination 108 b. For example,destination 108 a may be a loan department and destination 108 b may bean insurance department of a bank. Similarly, the call may be forwardedfrom one organization to another. For example, from one branch of a backto another branch of same bank. Therefore, caller 106 may be required torespond to a different audible IVR menu. Visuphone 104 may be configuredto detect that the call has been forwarded and subsequently display thevisual IVR menu of destination 108 b.

As shown in FIG. 11, device 102 establishes a connection withdestination 108 a as depicted by arrow 1102. The connection isestablished by using the visual IVR menu provided by Visuphone 104 basedon destination 108 a. In an embodiment, the connection is establisheddirectly without using Visuphone 104. Thereafter, destination 108 a mayforward the call to destination 108 b, as indicated by arrow 1104. Thevisual IVR menu corresponding to the audible IVR menu of destination 108b may not be visible on device 102, as the call was forwarded betweendestination 108 a and destination 108 b. In an embodiment, Visuphone 104may not detect the forwarding of the call. In this case, device 102 maybe presented with audible IVR menu of destination 108 b. Thereafter,Visuphone 104 may record the options and responses on device 104 for theaudible IVR menu of destination 108 b. The recorded options andresponses may be stored at remote repository 1004 for updating it.Further, the recorded options and responses may be stored visual IVRmenu database of device 102.

In an embodiment, destination 108 b sends an identity (ID) or version ofthe audible IVR menu to a caller as shown by arrow 1106. The audible IVRmenu ID is specific to the audible IVR menu of destination 108 b.Subsequently, display module 906 of Visuphone 104 uses the audible IVRmenu ID to display the corresponding visual IVR menu. Further, a callermay select a node from the visual IVR menu corresponding to destination108 b. Therefore, when a caller selects a node, a connection may beestablished with destination 108 b. In an embodiment of the invention,connection between device 102 and destination 108 a is disconnectedafter establishing a connection between device 102 and destination 108b. In another embodiment of the invention, connection between device 102and destination 108 a is maintained for complete communication sessiontill the caller disconnects the call.

Another embodiment of the invention allow visual IVR menu for calls madefrom a conventional home telephone. FIG. 12 illustrate a phone 1204connected to a Public Switched Telephone Network (PSTN) 1208 and througha gateway 1218 to the Internet network 1220. Network 1220 may be anyservice provider that provides services, for example, but not limitedto, telephone services, cell phone services, wireless services, Internetservices, cable television services, or various combinations of theabove or other type of services.

Further, the connection to network 1220 is associated with a wide bandInternet ‘smart’ modem 1206. Phone 1204 may be a regular phone, such asa landline phone or a cordless landline phone. Modem 1206 may be aDigital Subscriber Link (DSL) modem or a cable modem that connects thehome device to the Internet and/or computer network. Modem 1206 isconnected to a service provider, and can provide the home devices withtelephone, Internet and television services. Modem 1206 may provide bothwired and wireless connections. As shown with reference to FIG. 12,modem 1206 provides the home with the Internet through wire 1210 to acomputer 1202, or through a Wi-Fi connection. Modem 1206 comprises theability to detect and recognize the dialing made by phone 1204. Thenumbers dialed by phone 1204 to establish connection are then comparedwith a database, such as visual menu database 308. Therefore, in casethe dialed number corresponds to a destination with an audible IVR menu,and a corresponding visual IVR menu exists then, modem 1206 may providethe visual IVR menu on computer 1202 connected to it. Moreover, modem1206 may use private web sites to present the visual IVR menu or justprovide the dialed number to computer 1202. Thereafter, a software toolon computer 1202 may present the visual IVR menu on the screen ofcomputer 1202.

Once the connection with the destination has been established, ‘smart’modem 1206 will continue to monitor the numbers dialed or received byphone 1204 to browse or advance the visual IVR menu accordingly.Furthermore, the numbers dialed or received may be stored for futureprocessing such as highlighting previous selections in the visual IVRmenu, providing customized visual IVR menu, and so forth. The Visual IVRmenu system comprising computer 1202 and Modem 1206 may incorporateadditional enhancements as presented before such as automatic dialing ofcustomer information. The automatic dialing may be achieved by usingcomputer 1202 to initiate and execute such automatic dialing.

In another embodiment of the invention, a house television 1212 may beused to present the visual IVR menu. In various houses modem 1206decodes television signals and transfer it to a set-top box 1216 thatprovide signals to television 1212. The visual IVR menu may be presentedon a channel dedicated for IVR. Therefore, when phone 1204 is used toinitiate a call, modem 1206 can detect it and present the visual IVRmenu corresponding to the dialed number on the designated channel of thetelevision 1212. Further, all the options described before can beprovided now using the screen of television 1212 for the visual IVRmenu. The caller selection can be done by using the simple home phone oralternatively using the TV 1212 set top box 1216 remote control.Further, television 1212 screen may be used to present the visual IVRmenu in a few alternatives ways. For example, a device provided by acompany named RokuInc., allows streaming of content from the Internet totelevision. Most set-top boxes now have an Internet connection ortelephone connections. Furthermore, various devices such as some DigitalVersatile Disc (DVD) players, and video game players or controllers suchas Xbox or Playstation, can be connected to the Internet. Each of thosedevices may allow ‘smart’ modem 1206 to provide a visual IVR menu on thescreens of television 1212.

In another embodiment of the invention a telephone connection may beestablished through an external telephone service by using a computer,as discussed with reference to FIG. 13. External telephone serviceprovider 1310, such as ‘Google Voice’, which a caller may use throughthe Internet network from computer 1302. In such case, the caller cancause a telephone call to be established by indicating on serviceprovider 1310—‘Google Voice’ web site a request to establish call to adesignated location. Thereafter, the external service provider 1310establishes connection 1306 by using PSTN 1308 to connect the callertelephone 1304 to a desired destination 1312. External service provider1310 can now present the visual IVR menu as discussed above. Externalservice provider 1310 may present the visual IVR menu on its web siteand processed or advanced based on the dial choices made by the calleron his computer 1302. Furthermore, external service provider 1310 canalso add various options as described before, such as but not limited tohighlighting previous choices, automatic dialing of caller informationand presenting related advertisements.

Another enhancement for such external service provider 1310 is toprovide a ‘smart’ connect. In case of the ‘smart’ connect, the callercan designate not just destination 1312, but a specific node of visualIVR menu, such as node 212 b as discussed with reference to FIG. 2B. The‘smart’ connect will dial the proper selection in the visual IVR menuand connect to node 212 b of the audible IVR. The ‘smart’ connect caneven wait until the selected node ‘Talk to Executive’ yields the desiredresult of the executive answering the line and then connect the caller.Therefore, the efficiency of the IVR system does not come at the cost ofinefficiency of the caller; rather both sides can became more efficientby using the ‘smart’ connect.

Additional alternatives to the invention are illustrated with referenceto FIGS. 14A, 14B, and 14C. FIG. 14A illustrates a Visu-Add-on 1404which can be connected to a standard home phone 1402 to provide all thefeatures and functionalities as described above with respect toVisuphone 104. Accordingly, phone 1402 may be connected throughconnection 1406 to add-on 1404 that can be connected to a standardtelephone connection line 1410. Add-on 1404 may comprise a processingunit, a display and a database. The database may be similar to visualmenu database 308 as discussed in FIG. 3. Therefore, when phone 1402 isused to call a destination with an audible IVR menu, a correspondingvisual IVR menu is presented on the display of add-on 1404. Furthermore,the display of add-on 1404 may comprise a touch sensitive screen foradded convenience of a caller. Add-on 1404 may be loaded and updated bythe use of removable memory devices, such as USB flash memory 1408.Alternatively, Add-on 1404 may comprise a modem to connect either by theuse of the telephone connection line 1410 or by wireless means such asWiFi or Bluetooth.

FIG. 14B illustrates an embodiment, where an add-on unit 1414 is pluggedinto a conventional digital picture frame 1420 by using a USB port.Digital picture frames recently became quite popular as a convenient wayto display family photos in digital format. In this embodiment, pictureframe 1420 can display family photo until a call is made by using aphone 1412 to a destination with an audible IVR menu. Phone 1412 may beconnected to picture frame 1420 through a connection 1418 and add-on1414 may be further connected to standard telephone line connection1422. Add-on 1414 may comprise a processor and a database. The databasemay be similar to visual menu database 308 as discussed in FIG. 3.Therefore, when a connection is made to a destination having an audibleIVR menu, then add-on 1414 will present the visual IVR menu on pictureframe 1420. Picture frame 1420 may resume presenting the photos afterthe completion of the call. Furthermore, the database of add-on 1414could be updated with one of the options described before in respect tothe add-on 1404 of FIG. 14A. It should be noted that various hometelevision provides functionality similar to picture frame 1420.Therefore, television can be used as an alternative to picture frame1420.

FIG. 14C present another embodiment that can be applied as presentedwith respect to FIGS. 14A and 14B. It quite common these days to use atelephone handset 1424 that are connected by wireless means to a basestation 1430 that is connected by a wire 1432 to the standard telephonelines. Add-on 1426 can comprise an internal radio circuit to detect thewireless communication. Therefore, add-on 1426 can detect thecommunication between handset 1424 and base station 1430 to present thevisual IVR menu. As can be seen with reference to FIG. 14C, connectionthrough wires such as wires 1406 or 1418 may not be required. Add-on1426 may be provided by the manufacturer of the handset 1424 and thebase station 1430, or by a third party. A person skilled in the art willappreciate that the functionalities of the add-on units as described inconjunction with FIGS. 14A, 14B and 14C can be combined into a singleunit. Therefore, a single add-on unit may be used in variousenvironments as discussed above.

FIGS. 15A, 15B, and 15C illustrate a flowchart diagram for presentationof the visual IVR menus, in accordance with an embodiment of theinvention. Caller 106 may dial, select or receive a number to connect toa destination from device 102. The destination may include an audibleIVR menu for interaction with a caller. Further, device 102 may includeVisuphone 104 to present a visual IVR menu corresponding to the phonenumber of the destination. Therefore, a caller can directly interactwith an IVR of destination through the visual IVR menu without listeningto the audible IVR menu.

At step 1502, Visuphone such as of device 102 detects a phone numberdialed, selected or received by caller for destination. In an embodimentof the invention, the number is clicked according to the display ofdevice 102. The number is detected by detection module 902 of Visuphone104. Thereafter, search module 904 searches visual menu database 308 ofdevice 102 for the phone number, at step 1504. Search module 904searches for visual IVR menu and other information corresponding to thephone number. Other information may include, for example, the callerprofile, call history of the caller, advertisement associated with thephone number and so forth. In an embodiment of the invention, searchmodule 904 searches visual menu database 308 in real-time. Therefore,the visual IVR menu and other information may be searched with only afew digits of the phone number.

At step 1506, it is determined by search module 904 whether the visualIVR menu and other information are available for the phone number invisual menu database 308. In case, the visual IVR menu is available,then the process continues to step 1508. In case, the visual IVR menu isnot available, then device 102 may be connected to remote repository1004 by update module 914, at step 1518 as shown with reference to FIG.15B. Thereafter, it is checked whether the visual IVR menu is availablein remote repository 1004, at step 1520. Subsequently, if the visual IVRmenu is available, then visual menu database 308 is updated from theinformation available at remote repository 1004, at step 1522. Theprocess then continues to step 1524.

Further, at step 1506, once it been determined by the search module 904that the visual IVR menu for the destination is available in the visualmenu database 308 an asynchrony request is sent to remote repository1004, at step 1558. The request is sent to check whether a newer versionof the menu with different content is available, at step 1560.Subsequently, if such version exists in remote repository 1004, thenvisual menu database 308 is updated accordingly, at step 1522. Theprocess is then continues to step 1524.

In case, the visual IVR menu is not available in remote repository 1004,then the process continues to step 1528. At step 1528, audible IVR menuselection in detected on device 102. The audible IVR menu selection maybe determined based on Dual Tone Multi Frequency (DTMF) tones or keyspressed by the caller of device 102. Thereafter, in case a selection isdetected, then the dialed number may be detected as a possibledestination number. The dialed number may be provided to remoterepository 1004 at step 1530. Thereafter, the process continues to step1526, where remote repository 1004 is updated for information.

At step 1524, it is determined by search module 904 if visual IVR menuis available for the dialed number in updated visual menu database 308.In an embodiment, Visuphone detects the correctness of information basedon the error received on connection to the IVR destination or behaviorof the caller. In case, visual IVR menu is available, then the processcontinues to step 1508. Otherwise, in case the visual IVR menu is notavailable, then the process continues to step 1526, where remoterepository 1004 is updated for information. In an embodiment, Visuphone104 sends an error report to remote repository 1004 to initiate theupdate. The error report may include the error details of connection,behavior of the caller and other information required to update remoterepository 1004. In another embodiment, the caller may provide ratingsfor the correctness of the visual IVR menu and other information.Subsequently, the ratings are sent to remote repository 1004. In anembodiment of the invention, ratings from multiple devices are receivedat remote repository 1004. Thereafter, remote repository 1004 may beupdated based on the ratings. In an embodiment of the invention, remoterepository 1004 may be updated based on a pre-defined time interval. Inanother embodiment of the invention, remote repository 1004 is updatedby an administrator of remote server 1102.

At step 1508, if the visual IVR menu is available in the visual IVR menudatabase, then the visual IVR menu corresponding to the audible IVR menuof destination is displayed on device 102. In an embodiment of theinvention, advertisements related to the type of destination are alsodisplayed on device 102. At step 1510, inputs from the caller aredetected on the visual IVR menu. In an embodiment, the inputs includethe nodes of the visual IVR menu selected by the caller. In anotherembodiment, the inputs include the advertisement selected by the caller.Subsequently, device 102 is connected to destination based on the inputsprovided by the caller, at step 1512. At step 1514, it is determined ifthe visual IVR menu displayed on device 102 is correct. In case, thevisual IVR menu is not correct, then the process continues to step 1518.Thereafter, the process steps as discussed above are followed. However,in case the visual IVR menu is correct, then the connection betweendevice 102 and destination is maintained, at step 1516. Moreover,further inputs from the caller are received, to continue thecommunication till the caller or destination disconnects the connection.

The information stored in remote repository 1004 may be gathered fromvarious destinations. For example, various destinations may be called todetect audio IVR menus and accordingly generate the information forremote repository 1004. With reference to FIG. 16 exemplary componentsof a device 1602 for implementing a database construction system 1606are illustrated. Device 1602 can be a computing device such as, but notlimited to, a server, a personal computer, a laptop, a mobile phone, asmart-phone, and so forth. Device 1602 can connect to network 1614through a network interface 1612. Further, device 1602 can connect to aPSTN 1618 through gateway 1616 and network 1614 through networkinterface 1612. Examples of network 1614 include, but are not limited toa LAN, WAN, the Internet and so forth. Although not shown, device 1602can connect to various external devices such as hard disks, mouse,keyboard, speaker, microphone, displays, Universal Serial Bus (USB)devices and so forth. Further, device 1602 can connect to variousdestinations 1620 a-n through PSTN 1618. Destinations 1620 a-n mayprovide audio IVR menu services. In an embodiment of the invention,device 1602 can connect to various devices that include Visuphone forproviding updates to visual menu database 308.

Device 1602 may include a memory 1604 that stores various programs, dataand/or instructions that can be executed by a processor 1610. Examplesof memory include, but are not limited to, a Random Access Memory (RAM),a Read Only Memory (ROM), a hard disk, a computer-readable medium and soforth. A person skilled in the art will appreciate that other types ofcomputer-readable media which can store data that is accessible by acomputer, such as magnetic cassettes, flash memory cards, digital videodisks, and the like, may also be used by device 1602. Memory 1604 mayinclude Database Construction System (DCS) 1606 for gathering audibleIVR menu information, which could be called the IVR customizationrecord, from the destinations and store it in a records database 1608.In an embodiment of the invention DCS 1606 may be an application storedas software or firmware on device 1602.

DCS 1606 may include various modules or instructions that may beexecuted by processor 1610 for generating information in recordsdatabase 1608, as explained in detail with reference to FIG. 17. Asdiscussed above, DCS 1606 may be implemented as software, or firmware ona device. DCS 1606 may be implemented as a standalone module or asseveral independent instances performing similar jobs without couplingto the IVR destinations. Further, the non-coupling may be managed by acentralize module that may allocate different IVR destinations to eachimplementation instance of DCS 1606. In an embodiment of the invention,DCS 1606 and record database 1608 may be implemented on differentdevices.

Records database 1608, may include multiple records. Further each recordmay include an IVR identity code, multiple internal destinations and anactivation code for each said internal destination. The IVR identitycode may be for example, the phone number of the destinations. Theactivation code may be for example, a telephone key that should bedialed such as a dial tone associated with the phone number. Theinternal destination is usually an extension to which the call will beforward once the caller makes a choice, according to the provided menu,and apply the activation code that is usually a dial tone transmitted tothe IVR from the Visuphone once the caller dials or selects a propernumber or option. Each internal destination may further include anotherinternal destination or extension that may be referred to as asub-internal destination. Moreover, each sub-internal destination may beassociated with a sub-record.

Furthermore, the internal destinations may be associated with an iconcode. As discussed above, the icons provide a convenient display for thecaller of a visual IVR menu. In some audible IVR menus the activationcode may be a voice command that could be activated by the caller byvoicing his selection, or the Visuphone may transmit a pre-recordedvoice command or a synthesized voice command when the caller makes aselection from the option menu of the visual IVR menu provided by theVisuphone. Further, records database 1608 may include a record of themetadata or keywords associated with the various options in the menus.The metadata and/or keywords may be used by the Visuphone to enable thecaller to search for a desired menu by providing keywords. In anembodiment of the invention records database 1608 is remote repository1004.

FIG. 17A illustrates exemplary components of DCS 1606, in accordancewith an embodiment of the invention. DCS 1606 may include a DatabaseConstruction Agent (DCA) 1720 for generating information in recordsdatabase 1608, as explained in detail with reference to FIG. 17B andFIG. 17C. Some destinations may provide downloadable records orinformation for the callers. Download module 1710 of DCS 1606, downloadsthe information or records provided by the destinations. For example,download module 1710 may download recorded voice phrases, audio data ofthe audible IVR menu, activation codes, complete audible IVR menu filein a variety of formats and so forth. In an embodiment of the invention,DCS 1606 may connect to various devices that include Visuphone.Therefore, DCS 1606 may receive information from Visuphone, such aspersonal records, customized records of the callers, and frequently usednumbers, keys and so forth. In an embodiment of the invention, downloadmodule 1710 may obtain permissions before downloading the information.The permission may be obtained from the caller, the destination or both.For example, download module 1710 may display a notification on screenon the device to the caller or administrator to permit or reject adownload. Moreover, download module 1710 may send an authorizedcommunication such as, but not limited to, a private key to thedestination to authorize and obtain permission for download.Personalization module 1708 may generate personalized records for thecallers by associating the personal information of the caller with theinformation, such as the telephone numbers stored in records database1608. The records can then be forwarded to the caller's device bydownload module 1710.

Personalization module 1708 may be implemented as instructionsexecutable by a processor. For example, the processor can be processor1610 or a second processor dedicated for personalization module 1708.Moreover, the second processor may be CPU 304, CPU 504 or implemented inanother device in communication with DCS 1606.

DCA 1720 may include a Target List Module (TLM) 1722 that assigns theIVR destination or a target list to each instance of DCA 1720 forconnecting and gathering information. The target list may include theIVR identity code, which can be as phone number or any type ofinformation on how to connect to the IVR directly or indirectly.Further, the target list may include additional details such as internaldestination. In an embodiment of the invention, the additionalinformation of the internal destination may be implemented as one ormore activation codes associate with the IVR identity code. DCA 1720 mayinclude an IVR Tracking Module (ITM) 1724 that tracks IVR content from aroot location associated with the Target information assigned by TLM1722. ITM 1724 constructs the full IVR content from a given IVR root.

ITM 1724 may include IVR Logic Module (ILM) 1726. ILM 1726 may detectthe type of IVR of the destination. Typically, various types of audibleIVR menus are implemented by destinations. The audible IVR menus may becategorized into various types, such as a simple IVR, IVR with audioresponse, IVR with additional data authentication and so forth. ILM 1726detects the type of audible IVR menu, and accordingly the information isgenerated for records database 1608. Various categories of the audibleIVR menu are explained in detail in conjunction with FIG. 19. ITM 1724may call the destinations to determine the category the audible IVRmenu. Thereafter, ILM 1726 constructs the database based on the categoryof the IVR. In an embodiment of the invention, ITM 1724 may call thedestinations multiple times to determine the category of the invention.Various audible IVR menus may include a legal notice. For example, theaudible IVR menu of a mortgage bank usually include an header statingthat this is debt collector and anything stated during the call could beused for future collections. Other statements can be such as those thatrelate to the option to record the call and so forth. ILM 1726 maydetect the legal statements and store them in records database 1608 inassociation with IVR identity code.

ILM 1726 as part of its internal algorithm will drive the interactionsessions with the IVR. ILM 1726 may include data structure optimizedwith the tracked IVR menus to decide a right path or a next choice atany existing stage of the IVR tracking. The decisions made by ILM 1726may be optimized as a mathematically directed graph tracking process.The tracking process may use an option from the audible IVR menu thatcorresponds to a “return to a previous menu” option of the audible IVRmenu. As a result, the number of sessions required for tracking theaudible IVR menu is reduced.

The process of IVR tracking may require multiple communications with theaudible IVR menu to completely determine the content. Further, duringthe tracking process the content of the audible IVR menu may bediscovered partially. Therefore, ITM 1724 may include a Tree storageModule (TSM) 1728 to manage a temporary database record. Thereafter,when the process or a phase is complete, TSM 1728 may use RepositoryConnection Module (RCM) 1738 to submit the content as a batch of recordsto records database 1608. In case, a connection to records database 1608is not available, then TSM 1728 may accumulate the information until aconnection can be established.

Dialog Module 1730 of ITM 1724 interacts with the audible IVR menu.Further, dialog module 1730 manages the IVR requests and sends responsesaccording to the decisions of ILM 1726. Further, dialog module 1730 mayuse a Speech recognition Module (SRM) 1732 to interpret the audio of theIVR request to generate multiple records for records database 1608. Inan embodiment of the invention, the audio is interpreted to generatetext information. Moreover, SRM 1732 can provide a score to the textgenerated for each audio, according to the amount of guessing that isrequired for translating the IVR audio request. SRM 1732 may use asingle grammar or a combination of dedicated grammars, for example, butlimited to, a specific IVR service topic, IVR service sub topic, IVRstage, IVR location, the specific IVR, the hour of the day, and soforth. Furthermore, SRM 1732 may use multiple preset terms stored in thememory. Examples, of preset terms include, but not limited to, “yes”,“no”, name of the caller, and so forth. The text generated by SRM 1732from speech recognition may be parsed by dialog module 1730 to enableILM 1726 to select a next path or option.

Dialog module 1730 may be required to respond to the IVR requests duringa tracking session. Dialog module 1730 may use a Response module 1734 togenerate the required response. Various audible IVR menus require avoice response from the caller. For example, the voice response may berequired for the authentication of the caller. Response module 1734 mayprovide a recorded voice response to the audible IVR menu. For example,the voice response may be recorded voice phrase or preset of terms suchas, but not limited to, “yes”, “no”, name of the caller, and so forth.Further, the voice response may be a synthesized voice response,generated by response module 1734. Therefore, response module 1734 mayinclude a voice synthesizer. In this case, the activation code may bethe recorded voice phrase and/or the synthesized voice phrase. Moreover,response module 1734 may include a voice decoder to recognize the voice.For example, the voice prompts generated by an audible IVR menu. In someother cases, the IVR menus may require a simple key tone (DTMF). Theresponse module 1734 may include recorded tones or an internal module togenerate the require tones.

Various destinations may provide a different audible IVR menu in theworking hours and a different menu after working hours or during theholidays. DCA 1720 may detect the various times or time periods forwhich the audible IVR menus are presented in different mode. SRM 1732may decode the voice from the audible IVR menu to recognize the IVRmessage. Further, ILM 1726 may analyze the response message for theperiods and different operating mode. Therefore, ILM 1726 may call thedestinations based on the recognized periods to generate recordsdatabase 1608. Further, records database 1608 may include the timeinformation for which a particular audible IVR menu is active.Accordingly, ITM 1724 may call the destinations multiple times based onthe time information.

Various audible IVR menus include multi-level menus, as discussed withreference to FIG. 2A. Therefore, each level of menu may includesub-menus, which may further include sub-menus, and so forth.Accordingly, records database 1608 may include multiple sub-records, andeach of the sub-records may have activation codes associated with them.Furthermore, records in records database 1608 may include a code toindicate a business domain of the destinations, such as airlines, banksand so forth. In an embodiment of the invention, TLM 1722 may use aweb-based list such as yellow pages to call the destinations. Generally,the phone numbers of the destinations in the yellow pages are organizedbased on the business domains of the destinations. Accordingly thebusiness domain code could be added to record database 1608. As graphicsand icons are very effective in enhancing caller interface, ITM 1724 mayassociate various phrases with specific icons. For example, ITM 1724 mayinclude a dictionary of various terms or phrases that are frequentlyused in IVR menus, such as “customer care”, “main menu”, and so forth.The terms may be decoded by Dialog module 1730 and icons may beassociated with them. Accordingly, records database 1608 may include acode for icons associated with the IVR menus of the destinations.

ITM 1724 may include components to connect to the audible IVR menu. Asshown with reference to FIG. 17B, ITM 1724 may include a VOIP connectionmodule 1736 to interact with a VOIP application 1740. VOIP application1740 may be implemented within or outside DCA 1720. In such a case, VOIPconnection module 1736 may use VOIP application 1740 to interact withthe audible IVR menus.

Further, as shown with reference to FIG. 17C, ITM may include an IVRConnection module 1737, to interact directly with the audible IVR menu.IVR connection module 1737 may connect to multiple audible IVR menusthrough a network, a PSTN or any other communication or protocol.Moreover, IVR Connection module 1737 may act as a gateway between DCA1720 and the destination of audible IVR menu.

FIG. 18 illustrates a flowchart diagram for generating records database1608 by using DCS 1606, in accordance with an embodiment of theinvention. The audible IVR menus of destinations may be analyzed togenerate records database 1608 for corresponding visual IVR menus. Atstep 1802, a phone number may be dialed to connect to an audible IVRmenu of destination. The phone numbers and destinations may be selectedautomatically from a database of phone numbers. For example, yellowpages for a selected territory, category, business or other suitableclassifications. As discussed with reference to FIG. 2A, the audible IVRmenu may include various options for a caller to select. Typically, theoptions are structured and presented in form of levels to the caller.For example, with reference to FIG. 2A, options 204 a, 206 a, and 220 amay form a first level of the audible IVR menu 222 a. Further, options208 a and 210 a may be referred to as sub-menus to option 204 a.Similarly, each sub-menu may further comprise sub-menus, such as options214 a and 216 a. Therefore, DCS 1606 is presented with audibleinstructions at first level. Thereafter, based on the selection by DCS1606, corresponding audible instructions of sub-menus may be provided.The first level of the audible IVR menu is analyzed at step 1804. Theaudible IVR menu may be analyzed by voice recognition.

In an embodiment of the invention, the voice recognition forconstructing records database 1608 is based on context-enhanced voicerecognition. As the process of calling the destination is initiated byselecting a number from a list such as yellow pages, the voicerecognition system would be provided file of potential menu terms, whichcould be farther narrowed base on knowledge of the business domain andthe potential options such destinations may offer. Therefore, theprocess of voice recognition is greatly enhanced, when the recognitionis done with respect to a relatively small number of choices. SRM 1732in DCA 1720 may be pre-loaded with a small set of terms most likely usedby the destination and, therefore, may be required to make therecognition out of the relatively small set of terms.

Further, the voice may be converted to a text format. In an embodimentof the invention, a voice-to-text application may be used to convert theaudible instructions to text format. Subsequently, the informationgenerated from the analysis of the first level is stored in recordsdatabase 1608, at step 1806. The information may include the detailsabout the sub-menu and the numbers to be dialed to access the sub-menu.For example, with reference to FIG. 2A, the information for option 204Amay include, instruction part ‘pizza order’ and number part ‘2’ in thedatabase. At step 1808, it is determined whether there are any sub-menusin the audible IVR menu. The sub-menus may be detected based on theinformation analyzed from the audible IVR menu. In an embodiment of theinvention, sub-menus are detected based on the information stored in thedatabase.

In case the audible IVR menu contains sub-menus, then the sub-menus areanalyzed, at step 1810. The sub-menus may be analyzed in a similarmanner as the first level of audible IVR menu as discussed above.Subsequently, at step 1812, the information corresponding to thesub-menus is stored in records database 1608. At step 1814, it isdetermined whether there are any further sub-menus in the sub-menus ofthe audible IVR menu. DCS 1606 may make select an option for every menuto connect accordingly and determine if a final destination is reachedor there is another layer of menu options to be processed. Once thefinal destination it reached, DCS 1606 may “hang-up” the connection andregister the results. Further, DCS 1606 may dial again to iterativelydiscover the full menu of the IVR. In case, there are further sub-menusthen each sub-menu is analyzed as discussed above. The process isiterated till the complete audible IVR menu with the sub-menus isanalyzed. Further, the destinations may be dialed multiple times toensure that complete audible IVR menu and sub-menus are analyzed.

Moreover, records database 1608 may be automatically checked andverified after complete analysis of the audible IVR menu. For example,all or various options or sub-menus in the audible IVR menu may beselected randomly or based on a pre-defined pattern to verify theinformation in records database 1608. In an embodiment of the invention,DCS 1606 may be use quality marks for every term recognized during theprocess. For example, low marks may indicate relatively higherprobability that the recognition was wrong. Further, follow-up steps mayprovide higher priority to check and validate the terms that receivedlow marks. Such check may be performed by an additional automatic systemor by human operators. In an embodiment of the invention, thedestinations may be connected automatically through various probeservers to analyze the audible IVR menus. The probe may be implementedas a script, a computer program, or firmware, on remote server 1002, asshown with reference to FIG. 10. Further, the audible IVR menus may beanalyzed by human operators, in case of malfunction or other issues withthe automatic functioning.

In an embodiment of the invention, records database 1608 may be updatedautomatically based on a pre-defined update time interval. The updatemay be required to validate the correctness of information in thedatabase. Moreover, records database 1608 may be updated based onratings from callers of Visuphone. For example, the caller may identifythat a visual IVR menu incorrect or incomplete, and may subsequentlyprovide a rating to the visual IVR menu. Further, an administrator orcaller of records database 1608 may update it manually.

Various audible IVR menus require audio commands from the caller insteadof selecting options. DCS 1606 analyzes such IVRs to generate recordsdatabase 1608. In an embodiment of the invention, a two-phase processmay be applied to generate records database 1608. In the first phase astandard menu is generated for the IVR that may relate to a particularclass of the destinations. A class can be a business class, for example,banks, airlines, hospitals and so forth. The first phase could beextended to cover as many domains as possible so that standard menusexist for most business classes of destinations. In the second phase,the IVR that requires a natural language voice command may beinterrogated by repetitively applying the standard menus according tothe class. Therefore, the relevance of the standard menu for thespecific IVR is confirmed. In the process, a stored voice or synthesizedvoice could be use for each menu option. Thereafter, the menu may bestored in records database 1608 based on the confirmation. Some IVRmenus may require any or both of natural language commands and dialtones. In such a case, both options could be made available in therecords database 1608, and eventually in the visual IVR menu databasefor the caller at the time of use. As discussed with reference to FIG.17, DCS 1606 may determine the type of audible IVR menu for generatingrecords database 1608.

FIG. 19 illustrates an exemplary set of IVR categories 1902. As shown acategory A 1904 refers to typical audible IVR menus that present IVRoptions to the caller that can be selected from simple dial toneselections. In this case, DCS 1606 may provide various dial tones to theIVR for analyzing it, and generating records for records database 1608.A category B 1906 refers to an audible IVR menu that requires the callerto answer some initial questions, before presenting simple dial toneoptions for further menu. For example, the caller may be required toselect a language preference, before presenting the menu. A category C1908 may require the caller to provide some personal information beforepresenting the menu. For example, the caller may be required to input anaccount number, a phone number, a customer number and so forth. Acategory C 1910 refers to an IVR menu that may require voice inputs ornatural language selection from the caller. In this case, DCS 1606generates an activation code that points to a recorded voice phrase or acode that can instruct to synthesize the proper voice phrase required.

Additional variations of the categories include an IVR menu thatprovides a legal notice. For example, the audible IVR menu of a mortgagebank usually include an header stating that this is debt collector andanything stated during the call could be used for future collections.Other statements can be such as those that relate to the option torecord the call and so forth. The statement may be registered and addedto records database 1608, so that the legal statement can be presentedwith the visual IVR menu. Further, additional statements may be added atthe end of the statements regarding the last time when the IVR wasverified.

FIG. 20A illustrates an exemplary information process for an IVR menustored in records database 1608. Sometimes, an audible IVR may requestthe caller for some specific or personal information that is other thanselection of IVR options. ILM 1726 may mark such requests and processthem separately. ILM 1726 can identify such requests based on acombination of the identity code and an ordered list of activationcodes. As shown, the records database content 2002 may include exemplaryrequest 2004 a “Please enter the invoice number”, request 2006 a “Pleaseenter the payment amount”, request 2008 a “Please choose your paymentcard: Press 1 for VISA and 2 for MasterCard”, request 2010 a “Please sayor enter credit card number”, and request 2012 a “Please enter yourCredit Card expiry date”.

Corresponding to these requests a display may be generated on thecaller's device, an exemplary illustration is as shown with reference toFIG. 20B. As shown, a web form 2014 is generated corresponding to therequests. Web form 2014 may be presented on a web browser of thecaller's device. In another embodiment of the invention, the display ispresented as an independent form on the display of the device.Therefore, the device may not require a web browser application. Webform 2014 may include single or multiple pages. Further, in case theinformation is displayed directly on the device, then various screens,layers or scroll may be used to display the information. Web form 2014may include an input box 2004 b corresponding to request 2004 a, inputbox 2006 b corresponding to request 2006 a, input box 2008 bcorresponding to request 2008 a, input box 2010 b corresponding torequest 2010 a, input box 2012 b corresponding to request 2012 a, and asubmit button 2016. The Visuphone on the caller's device mayautomatically complete some or even all the require details based onstored profile or previous inputs of the caller. Therefore, the callermay only (if at all) be required to complete the missing informationmanually. Subsequently, the Visuphone may connect to the IVR after thecaller clicks on the submit button 2016. Further, the Visuphone maynavigate to the process root within the IVR menu, revalidate the processinput requests, and transmit the caller data to the IVR without anyaction from the caller. Moreover, the Visuphone may hide the IVRvalidation question such as questions like “are you sure”, “did you meanXYZ?” and so forth. After the submission, a response such as, but notlimited to, a receipt number, specific flight landing time, and so forthmay be presented to the caller. The response from the IVR can be invarious forms, for example, but not limited to, a recorded audibleresponse or a transcript of the audible response.

In another embodiment of the invention, electronic yellow pagesdirectory allows the dialing the number directly from the directory andfurther provides the visual IVR menu of the destination. In anembodiment, one or more destinations along with their associatedproperties may be displayed at the device prior to displaying visual IVRmenu. In an embodiment, the one or more destinations are displayed basedon the position of the dialed destination number and position of the oneor more destinations. The caller can select the exact destination beforedialing or follow the visual IVR menu after dialing. For example, anairline company might have various option, menus and layers in the largeorganization. Selecting the exact department in the organization beforedialing can save the caller the time and overhead of listening to themenu and making decisions based on the voice menu. The yellow pagescompany can have a copy of the visual IVR menu database or can beconnected to a visual IVR menu service in order to provide the menu tothe caller.

In an embodiment, multiple options of destinations related to the dialeddestination business category may be displayed by Visuphone 104 prior todisplaying a visual IVR menu as described in detail in FIG. 21. Forexample, when caller 106 dials a phone number of pizzeria then Visuphone104 may first display all the pizzerias available in nearby area. Caller106 may select one pizzeria from the list of pizzerias. Thereafter,Visuphone 104 may display a visual IVR menu associated with the selectedpizzeria (or destination). Further, Visuphone 104 may displaygeographical information and properties corresponding to destinationphone number dialed. In an embodiment, the geographical information maybe displayed before a connection is established between device 102 andthe dialed destination such as destination 108 b. Moreover, the visualIVR menu is displayed after caller 106 selects one or more destinationsbased on the information. In an embodiment of the invention, Visuphone104 displays information for destinations 108 a-n based on a businesscategory. For example, if the phone number dialed by caller 106corresponds to a teleshopping network, then the information displayedmay relate to the specific teleshopping network dialed and/or to otherteleshopping networks. In another embodiment of the invention, Visuphone104 displays the information based on a relative geographical distanceof caller 106 from that of dialed destination. The distance may bewithin a predefined range. For example, the pre-defined range can be 0to 5 km, 0 to 500 m, a caller defined value, and so forth.

FIG. 21 illustrates an exemplary display of representations 2102 a-n ofdestinations 108 a-n on device 102, in accordance with an embodiment ofthe invention. In an embodiment, representations 2102 a-n may bedisplayed or presented to caller 106 prior to displaying visual IVR menuof a selected destination. Further, representations 2102 a-n may bedisplayed based on the distance or position of the destinations from thedialed destinations. In an embodiment, representations 2102 a-n mayinclude information about various destinations which have same businesscategory as of the dialed destination. For example, if caller 106 dialsfor a Chinese restaurant than Visuphone 104 will display representationsof all restaurants serving Chinese food located within the predefinedrange of distance relative to caller 106.

Further, representations 2102 a-n may include properties associated withdestinations 108 a-n. Examples of the properties include, but are notlimited to a location code, a branch code, rating, reviews, an address,phone numbers, distance from caller 106, and so forth. In an embodimentof the invention, a caller representation as user 2104 corresponding tocaller 106 may be displayed on device 102. Examples of therepresentation 2102 include, but are not limited to, graphical or textrepresentations such as a table of rows and columns, icons, area map,and so forth. Representations 2102 a-n may also include the distance ofdestinations 108 a-n with respect to the location of caller 106.

Caller 106 may select a destination from the representations 2102 a-nbased on one or more displayed properties. Subsequently, the visual IVRmenu of the selected destination may be presented to caller 106. Forexample, if caller 106 selects destination 108 c, then a visual IVR menucorresponding to destination 108 c is displayed at device 102. In anembodiment, the display may include representation of a subset ofdestinations 108 a-n based on one or more criteria. The one or morecriteria include displaying destination based on business category ofdialed destination phone number. In an embodiment, the one or morecriteria may also include displaying destinations based on location ofdevice 102 or caller 106.

In an embodiment of the invention, device 102 may be an in-carnavigation system such as a Global Positioning System (GPS). Therefore,when caller 106 dials a phone number of a destination, Visuphone 104 mayprovide a representation of one or more destinations on a map on device102 screen. Further, the properties like location, reviews, ratings etc.associated with the destination may be displayed on the map. Caller 106may interact with the displayed maps and can select a destination fromthe map based on the one or more properties. Further, caller 106 canselect a destination by clicking or scrolling on the map. In anembodiment of the invention, a route map from caller 106 to the selecteddestination may be displayed on device 102 screen.

In an embodiment of the invention, device 102 can request for updatesfrom a server through a communication network. The server may maintainthe updated information of destinations and their associated properties.The communication network can include more than one device 102. Examplesof the communication network include, but are not limited to, theNetwork, PSTN, Local Area Network (LAN), Wide Area Network (WAN), and soforth.

Alternatively an enhanced web base yellow page could be provided,wherein the caller can first choose the provider he/she requires tocontact. Thereafter, if that destination provides an IVR, then theenhanced yellow page will use the visual IVR menu database to present avisual IVR menu on the web page. Moreover, the caller can click tochoose the internal destination of that provider and the enhanced yellowpage may accordingly initiate the call. The call could be made using theconventional telephone network or PSTN. In this case, the enhancedyellow page may need the caller's telephone number to perform theconnection. Alternatively, the enhanced yellow page could use VOIP toconnect the caller over the web to the IVR of the destination.

In some IVR systems, the caller may have to wait or hold on a queue ofprevious dialers until the specific department or agent is available. Inanother embodiment of the invention, the enhanced yellow page systemwill connect the caller only after the specific agent is available,without waiting in a long waiting line queue. The system can recognizethat the waiting queue message of the specific department, and toconnect the caller only after the agent is answering. Therefore, thewaiting time of the caller on the phone queue that sometimes may be verylong, may be reduced. The system can park on the line for the waitingline on the specific entry in the menu; as soon as the agent isavailable the caller gets a signal to start the conversation with theagent.

FIG. 22 illustrates an exemplary visual IVR menu 2202 of the selecteddestination with added graphics for the nodes on device 102. Visual IVRmenu 2202 includes one or more options corresponding to every node inthe destination. It is well known that graphics are easier to learn andare faster to recognize than words. Therefore, graphics can be used invarious computerized device interfaces. Various types of graphics can bedisplayed for example, animated icons, icons that highlight or animatewhen the node is highlighted, and so forth. The graphics may bedisplayed for each node or a few nodes based on the usability of visualIVR menu 2202. For example, for node 2210 an icon of a vegetable may bedisplayed to designate a vegetarian pizza, and for node 2216 of homedelivery, an icon of house may be displayed. In an embodiment of theinvention, visual IVR menu 2202 can be customized to display only thetext, only the icons, or both. Furthermore, caller 106 can suggest oruse various icons based on his preferences. The visual IVR menu isspecific to a destination. Further, each of destinations 108 a-n mayhave more than one audio IVR menus. So different visual IVR menucorresponding to one or more audio IVR menus is possible.

FIGS. 23A, 23B, and 23C illustrate a flowchart diagram for providingrepresentation of destinations based on position, in accordance with anembodiment of the invention. Caller 106 may dial, select or receive oneor more destination phone numbers to connect to a destination fromdevice 102. Destinations 108 a-n may include an audible IVR menu forinteraction with a caller. Further, device 102 may include Visuphone 104to display one or more representations corresponding to multipledestinations on screen or display of device 102. Further, the one ormore representations may include properties associated with the multipledestinations. Visuphone 104 also presents visual IVR menu correspondingto the phone number of the selected destination. Therefore, a caller candirectly interact with a visual IVR menu 2202 of selected destinationthrough visual IVR menu 2202 without listening to the audible IVR menu.

At step 2302, Visuphone 104 identifies a phone number of a destinationdialed by caller 106 of device 102. In an embodiment of the invention,the number is clicked according to the display of device 102. The numberis identified by CPU 304. In an embodiment of the invention, Visuphone104 displays at least one property associated with one or moredestinations 108 a-n based on the identified dialed phone number of thedestination. Further, at step 2304, a location code associated withcurrent location of device 102 is determined. The location codedetermines the present location of device 102. When caller 106 is inhis/her home country or state, the location code of the device andlocation code of the dialed destination phone number is same. In anembodiment, when a person is on roaming the location code of caller 106is different than the location code of the dialed destination phonenumber. This happens, in case when caller 106 is travelling and device102 is on roaming. Central processing Unit (CPU) 304 of device 102determines the location code of device 102.

At step 2306, CPU 404 determines a business category associated with thedialed destination phone number. Destinations 108 a-n can be categorizedinto various groups based on their associated business category. Variousdestinations are grouped into a business category based on the servicesand operations of the destinations. At step 2308, CPU 304 searchesvisual menu database 308, for phone numbers of the destinations matchingthe business category of the dialed destination phone number. Further,at step 2310, CPU 304 checks whether the destination phone numbersmatching the business category are available in visual menu database308. In case the one or more destination phone numbers are available,then the process continues to step 2312, else the process control goesto step 2328.

At step 2312, CPU 304 searches for at least one phone number from theone or more destination phone numbers based on the location code. Thelocation code is associated with device 102. The location codedetermines the present location of device 102. In an embodiment, CPU 304searches for at least one phone number from the one or more destinationphone numbers based on the location code of device 102 b and a locationcode of the dialed destination phone number. At step 2314, CPU 304checks whether the at least one destination phone number matching thelocation code of the device is available in the visual menu database308. In case the at least one destination phone number, then step 2326is executed. At step 2326, a visual IVR menu of the dialed destinationphone number is displayed on display 302, as shown with reference toFIG. 23C.

At step 2314, when the at least one destination phone number matchingthe location code of device 102 is not available in the visual menudatabase 308, the process continues to step 2316. At step 2316, the atleast one destination phone number with its associated properties aredisplayed. CPU 304 displays the at least one destination phone numberand associated properties on display 302 of device 102. Further, at step2318, caller 106 selects a destination phone number from the displayedrepresentations of destinations. At step 2320, a visual IVR menu of theselected destination is displayed on display 302 of device 102. CPU 304displays the visual IVR menu on display 302.

As discussed with reference to FIG. 22, visual IVR menu 2202 includesone or more options. At step 2322, caller 106 selects an option fromvisual IVR menu 2202. Thereafter, at step 2324, device 102 connects tothe selected option of the visual IVR menu 2202. Thereafter, caller 106can interact according to his/her preference with the destinationthrough the visual IVR menu 2202. At step 2310, when the one or moredestination phone numbers matching the business category of the dialphone number, are not available in the visual menu database 308, theprocess continues to step 2328, device 102 requests for updates from aserver of communication network. The updates include informationassociated with destinations 108 a-n. The destination informationincludes destination phone number, and their associated properties.Further, at step 2330, the updates are received from the server bydevice 102. Then, at step 2332, the received updates are stored in thevisual menu database 308 on device 102. Thereafter, the processcontinues to step 2308.

In another embodiment of the invention, electronic yellow pagesdirectory allows the dialing the number directly from the directory andfurther provides representation of one or more destinations and thevisual IVR menu of the destination. Therefore, the caller can firstselect a destination from the representation based on one or moreproperties such as reviews of that particular destination. The callercan select the exact destination before dialing or follow the visual IVRmenu after dialing. For example, an airline company might have variousoption, menus and layers in the large organization. Selecting the exactdepartment in the organization before dialing can save the caller thetime and overhead of listening to the menu and making decisions based onthe voice menu. The yellow pages company can have a copy of the visualmenu database 308 or can be connected to a visual IVR menu service inorder to provide the menu to the caller.

In an embodiment of the invention, Visuphone 104 may be configured todisplay one or more advertisements on device 102. As discussed withreference to FIG. 4 and FIG. 6 advertisement 408 may correspond to thetype of services provided by the destinations dialed by a caller. Forexample, if destination dialed is a builder, then advertisement 408 mayinclude promotions or offers about new plots or houses. Moreover,advertisement 408 may include promotions or offers from a third party ora competitor of the destination. Further, Visuphone 104 may be coupledto an advertising database. The advertising database may includeadvertisements related to the phone numbers of the destinations. Theadvertising database may be stored at device 102, the destinations,service providers or other third party servers. Further, theadvertisements may be provided based on a profile of the caller. Forexample, assuming that the caller calls a bank holding his savingaccount. Therefore, the advertisement displayed to the caller may bebased on the location, address, account balance, type and volume oftransactions, loans, purchases, and so forth.

Visuphone 104 may be configured to connect to an intended destination,when the caller selects advertisement 408. Further, Visuphone 104displays visual IVR menu of the intended destination. In an embodiment,Visuphone 104 can store the interactions of the caller with visual IVRmenus. For example, Visuphone 104 may automatically learn the numbersdialed or options selected from the menu. Moreover, the learned numbersor choices are associated with the dialed phone number of thedestination. Therefore, the caller is assisted in his future calls. Forexample, when caller calls the destination again, then the actions thatwere performed in the last interaction are presented prominently tocaller; or a previous sequence may be automatically performed. Further,the actions that are frequently performed are presented prominently tocaller. For example, if caller dials a bank frequently to enquire abouthis account balance, then the options for selecting his account balancemay be highlighted.

As discussed with reference to FIG. 9, the advertisements are managed byadvertisement module 912 of Visuphone 104. The advertisement may beselected based on the type of destinations or a business domain of thedestination. For example, when a dialed destination is a bank, then thedialed number is identified and an advertisement related to banking maybe displayed. Moreover, the advertisement can be related a third-partydealing in the same business or professional area or a competitor of thedialed destination. The displayed advertisement may be a text, audio,image or video. Moreover, the advertisement may include hyperlinks. Forexample, the hyperlinks may link to web pages of the called destination.In one embodiment, advertisement module 912 may display theadvertisements based on the connection bandwidth available at device102. In another embodiment, advertisement module 912 may display theadvertisements based on the pre-set preferences by caller 106. In oneembodiment, advertisement module 912 may be configured to receive theadvertisements directly from the dialed destination.

In another embodiment, advertisement module 912 may be configured toreceive the advertisements from a remote server on a communicationnetwork. The remote server is explained in detail in conjunction withFIG. 10. A selection of options or click by caller 106 on advertisementsmay be detected by detection module 902 to display a visual IVR menu ofthe destination for which the advertisement was displayed. Furthermore,the advertisements may be associated with the personal data of caller106. For example, the advertisement may be displayed based on thecalling pattern of caller 106.

FIG. 24 illustrates a flowchart for presenting advertisements along withthe visual IVR menu on the device, in accordance with an embodiment ofthe invention. In an embodiment of the invention, Visuphone 104 maydisplay advertisements along with the visual IVR menus on device 102.Device 102 can be a communication device or a device capable of dataand/or voice communication. The advertisements may be stored in adatabase. In an embodiment, visual menu database 308 of device 102 maystore the advertisements. In an embodiment of the invention, theadvertisements may be stored on a remote database that can be connectedto device 102.

At step 2402, a number dialed by a caller such as caller 106 for adestination is identified by Visuphone 104. The destination may beassociated with an IVR, for which a visual IVR menu is displayed ondevice 102. Moreover, the telephone numbers or the destinations or theIVR systems may be categorized based on a business domain. At step 2404,advertisement associated with the dialed phone number is searched in thedatabase. In an embodiment of the invention, the advertisements aresearched based on the business domain of the dialed number. For example,when a dialed destination is a bank, then the dialed number isidentified and an advertisement related to banking such as investmentschemes may be displayed. Moreover, the advertisement can be related toa third-party dealing in the same business or professional area or acompetitor of the dialed destination.

Thereafter, at step 2406 the advertisement searched is displayed ondevice 102. In an embodiment of the invention, multiple advertisementscan be displayed on device 102. The displayed advertisement may includetext, graphics, audio, image, video or hyperlinks. For example, thehyperlinks may link to web pages of the called destination. In oneembodiment, advertisement module 912 may display the advertisementsbased on the connection bandwidth available at device 102. Further, theadvertisements may be displayed based on the pre-set preferences bycaller 106. In one embodiment, the advertisements may be downloaded fromdialed destination or remote database on a server in the network.

Further, caller 106 may interact with the displayed advertisements. Forexample, caller 106 may click the advertisement, or select an optionfrom the advertisement. The options may be telephone numbers,destinations or an internal department of the destination. At step 2408,it is determined whether caller 106 has selected the advertisement.Subsequently, in case caller 106 has not selected the advertisement thenthe existing advertisement is displayed as discussed at step 2406. In anembodiment of the invention, the advertisement is displayed for apre-set time duration. Otherwise, in case the advertisement is selectedby caller 106 than the process continues to step 2404, where thetelephone number of the destination associated with the advertisement isused to search for advertisement.

In an embodiment of the invention, Visuphone 104 may be configured tosubmit personal information of a caller prior to establishing aconnection with a dialed destination. In an exemplary scenario, thepersonal information may be used for authenticating the caller at aservice login (such as for a web site or for a bank).

FIG. 25A illustrates an exemplary information process for an IVR menustored in records database 1608, in accordance with an embodiment of theinvention. Sometimes, an audible IVR or visual IVR menu may request thecaller for some specific or personal information that is other thanselection of IVR options. In an embodiment, the specific information maybe requested in form of one or more fields, in which the caller canenter the information. For example, for a bank IVR system, when a callerselects an option from the displayed visual IVR menu of the bank, thecaller may be presented with a form asking for one or more fields suchas callername, password, and so forth. In an embodiment, IVR logicmodule (ILM) 1726 as shown in FIG. 17 may mark such requests and processthem separately. Further, ILM 1726 can identify such requests based on acombination of the identity code and an ordered list of activationcodes.

In another embodiment, caller 106 may be required to provide thespecific or personal information as audio or voice inputs. Someorganizations such as banks may require caller 106 to present one ormore information in form of voice input for the purpose ofauthentication. For example, caller 106 may be required to voice out hisname or an answer to a security question specified by caller 106 to thebank. Furthermore, the voice input may be required to accept or declinea transaction. Further, caller 106 may record and store the voiceresponses for such authentications or questions alternatively the systemcan use synthesis voice. As discussed with reference to FIG. 16 theaudio prompts or voice inputs may be stored in the records database 1608as content 2502. For example, the audio prompts may be converted to textand stored as content 2502. As shown, content 2502 of records database1608 may include an exemplary request 2504 a “Please enter the loginidentity (ID)”, a request 2506 a “Please enter the password”.

As also discussed above, Visuphone 104 maintains a profile of thecaller. Moreover, the caller can edit, remove, and/or update theprofiles. For example, the profile may include information such as name,address, account type and codes, passwords, and so forth. Therefore,Visuphone 104 may match the content 2502 with the profile of the caller.As discussed with reference to FIG. 9, voice module 910 may be used whenconnection module 908 detects that a voice authentication is required.Voice module 910 is configured to provide voice inputs on behalf of thecaller by using the responses recorded by the caller. Subsequently, theconnection or the transaction can be processed.

FIG. 25B illustrates an exemplary web form generated for the informationprocess of FIG. 25A, in accordance with an embodiment of the invention.As shown, web form 2510 may be generated corresponding to the requests.Web form 2510 may be presented on a web browser of the caller's devicesuch as device 102. In another embodiment of the invention, the displayis presented as an independent form on the display screen of the deviceof the caller. In an embodiment, web form 2510 may include single ormultiple pages. Further, in case the information is displayed directlyon the device, then various screens, layers or scroll may be used todisplay the information. Web form 2510 may include an input box 2504 bcorresponding to a request 2504 a, an input box 2506 b corresponding torequest 2506 a, and a submit button 2508. In an embodiment, Visuphone104 on the caller's device may automatically complete some or even allthe require details based on stored profile or previous inputs of thecaller. Therefore, the caller may only (if at all) be required tocomplete the missing information manually. Subsequently, Visuphone 104may connect to the IVR after the caller clicks on the submit button2508.

Further, Visuphone 104 may navigate to the process root within the IVRmenu, revalidate the process input requests, and transmit the callerdata to the IVR (or destination) without any action from the caller.Moreover, Visuphone 104 may hide the IVR validation question such asquestions like “are you sure”, “did you mean XXXX?” and so forth. Afterthe submission, a response such as, but not limited to, a receiptnumber, saving account statement, and so forth may be presented to thecaller. The response from the IVR system can be in various formats, forexample, but not limited to, a recorded audible response or a transcriptof the audible response. In an embodiment, Visuphone 104 may convert theformat of the received response from a first format to a second format.In an embodiment, Visuphone 104 may change the format of the responsefrom an audio format to a text format.

FIG. 26 illustrates a flowchart for submitting personal information of acaller by Visuphone 104, in accordance with an embodiment of theinvention. At step 2602, caller 106 dials a phone number of adestination 108 such as destination 108 a. Subsequently, at step 2604 avisual IVR menu associated with the dialed number is displayed on thedisplay screen of caller device 102. For example, destination 108 may bea bank. Thereafter, at step 2606 caller 106 may select an option fromthe displayed visual IVR menu. For example, caller 106 may select tomake a transaction from account, so caller 106 may select an appropriateoption from the displayed visual IVR menu. In an embodiment, callerdevice 102 can be a communication device such as a mobile phone, alaptop computer, and so forth. Typically, banking services may requirecaller 106 to provide authentication information before a transactioncan be made. At step 2608, a form indicating the information required bythe IVR of dialed destination 108 may be displayed on the display screenof caller device 102. In an embodiment, the form may include one or moredata request fields. Further, the form is displayed corresponding to thevisual IVR menu associated with the dialed destination. The exemplaryform is discussed in conjunction with FIG. 25B.

Subsequently, at step 2610, Visuphone 104 may fill the information inthe form displayed. In an embodiment, Visuphone 104 may fill the formpartially. In an embodiment, the one or more data request fields may befilled based on predefined information. The predefined information maybe associated and/or specific to the visual IVR menu of the dialeddestination. In an embodiment, the predefined information may be definedby caller 106. In an embodiment of the invention, Visuphone 104 mayrequire caller 106 to provide at least one count of authenticationinformation from the perspective of security. In an embodiment, caller106 may fill the one or more data request fields with importantinformation. Further, caller 106 may define the predefined information.Caller 106 can also be referred as a caller. For example, Visuphone 104may submit the name and account number of caller 106, but may not submitthe transaction password. In another embodiment of the invention,Visuphone 104 may allow caller 106 to submit, edit and/or update thecomplete information in the form. Therefore, the updated information maybe stored in the database on caller device 102. Thereafter, at step 2612the connection between dialed destination 108 and caller device 102 maybe established and the information stored in the form is submitted.Typically, the IVR of destination 108 may require caller 106 to providethe information in form of audio inputs. Therefore, Visuphone 104 mayprovide audio inputs corresponding to the information of the form. In anembodiment of the invention, the audio format of the information may bestored in caller device 102. In another embodiment of the invention,Visuphone 104 may convert the stored text data to audio information andsubmit it to the IVR of destination 108. Thereafter, caller 106 mayinteract with dialed destination 108.

In an embodiment, caller device 102 may receive a response from thedialed destination. In an embodiment, Visuphone 104 may convert a formatof the received response from a first format to a second format. Forexample, Visuphone 104 may convert the receiver format of the responsefrom the audio to text. In an embodiment, the first format of thereceived response may be an audio format. Examples of the audio formatinclude, but are not limited to, WAV, Real Audio, Musical InstrumentDigital Interface (MIDI), Windows Media Audio (WMA), MP3, Ogg, and soforth. In an embodiment, the second format may be a text format such asa Unicode text, Rich Text format, Hyper Text Markup Language (HTML) orany other format compatible with the caller device 102.

In an embodiment of the invention, Visuphone 104 may call the dialeddestination based on predefined calling information automatically; it isdescribed in detail in FIGS. 30A and 30B. In an embodiment, Visuphone104 may keep on calling to the dialed destination until the requestedinformation is received. Further, Visuphone 104 may save and/or displaythe received information at device 102.

FIG. 27 illustrates an exemplary representation of a visual IVR menu2702 associated with the dialed phone number of the destination alongwith a scheduling mode option, in accordance with an embodiment of theinvention. Visual IVR menu 2702 includes one or more optionscorresponding to every node in the audible IVR menu of the dialeddestination of destinations 108 a-n. Visual IVR menu 2702 is anexemplary visual IVR menu of a pizzeria. It is well known that graphicsare easier to learn and are faster to recognize than words. Therefore,graphics are used in various computerized device interfaces. Varioustypes of graphics can be displayed for example, animated icons, iconsthat highlight or animate when the node is highlighted, and so forth.The graphics may be displayed for each node or a few nodes based on theusability of visual IVR menu 2702. For example, for node 2710 an icon ofa vegetable may be displayed to designate a vegetarian pizza, and fornode 2716 of home delivery, an icon of house may be displayed. In anembodiment of the invention, the visual IVR menu 2702 can be customizedto display only the text, only the icons or both. Furthermore, caller106 can suggest or use various icons based on his preferences. Thevisual IVR menu is specific to a destination.

Further, each of destinations 108 a-n may have more than one audio IVRmenus. Therefore, different visual IVR menus corresponding to one ormore audio IVR menus can be available for each of destinations 108 a-n.In an embodiment, device 102 may include more than one visual IVR menusfor each destination of destinations 108 a-n based on the time.Therefore, different visual IVR menus corresponding to a destination 108might be presented to caller 106 depending on the time of dialing todestination 108.

In an embodiment of the invention, a scheduling mode option 2720 can bedisplayed on the screen along with the visual IVR menu associated withthe dialed destination. Caller 106 may switch device 102 to a schedulingmode by selecting scheduling mode option 2720. When device 102 is inscheduling mode, Visuphone 104 may start saving the inputs of caller106. The inputs from caller 106 may include the selection of one or moreoptions of the displayed visual IVR menu 2702. In the scheduling mode,Visuphone 104 may display one or more input options on the screen toenter a call schedule by caller 106. The call schedule may includeinformation such as a date and a time. The selection of the date and thetime is explained in conjunction with FIG. 28.

Furthermore, Visuphone 104 may automatically call a phone number of adestination of destinations 108 a-n automatically based on predefinedcalling information. The predefined calling information can be enteredand/or selected by caller 106. The predefined calling information mayinclude the selection information such as one or more options of visualIVR menu 2702 that are selected by caller 106 in the scheduling mode.Further, the predefined calling information may include the callschedule, which is the date and time information for the call. In anembodiment of the invention, the predefined calling information may alsoinclude additional data such as a predefined time interval, maximumnumber of dialing attempts, waiting time, and so forth.

In another embodiment of the invention, device 102 may be switched tothe scheduling mode based on a predefined key sequence. Caller 106 maypress or select or enter a predefined key sequence for switching device102 to a scheduling mode. The predefined key sequence may be acombination of one or more keys. For example, the predefined keysequence may include two asterisks (*) after dialing a phone number suchas 123-456-7890**. Visuphone 104 may detect such predefined key sequencedialed and switch device 102 to the scheduling mode. Thereafter,Visuphone 104 may save the user inputs. Further, Visuphone 104 maydisplay the visual IVR menu associated with the dialed destination.Furthermore, Visuphone 104 may allow caller 106 to schedule the call byentering date and time information.

FIG. 28 illustrates another exemplary representation of a visual IVRmenu 2802 associated with the dialed phone number of the destinationalong with the scheduling mode option 2720, in accordance with anembodiment of the invention. Visual IVR menu 2802 is an exemplary visualIVR menu of a bank. Visual IVR menu 2802 includes one or more optionscorresponding to every node in the audible IVR menu of the bank (ordialed destination of destinations 108 a-n). Though not shown, nodes ofvisual IVR menu 2802 may be represented using graphics such as, animatedicons, icons that highlight or animate when the node is highlighted, andso forth. Further, graphics may be displayed for each node or a fewnodes based on the usability of visual IVR menu 2802. Visual IVR menu2802 includes nodes such as personal banking node 2806, NRI bankingnode. Caller 106 can choose NRI banking by pressing a combination 1-3.Thereafter, caller 106 can select investment option by pressing 2.Furthermore, caller 106 can suggest or use various icons based on hispreferences. The visual IVR menu is specific to a destination. Forexample, hospitals will have different IVR menu than that of the bank.In an embodiment, scheduling mode option 2720 may also be displayed onthe screen of device 102. Caller 106 can select scheduling mode option2720 for switching device 102 to the scheduling mode. Further, Visuphone104 may start saving one or more inputs from the caller after switchingto the scheduling mode.

FIG. 29 illustrates an exemplary display at device 102 after switchingto a scheduling mode, in accordance with an embodiment of the invention.As discussed with reference to FIG. 27, Visuphone 104 may save theinputs from caller 106 after switching to the scheduling mode. Device102 switches to the scheduling mode based on the selection of thescheduling mode option 2720 by caller 106. In an embodiment, Visuphone104 may be configured to detect the selection of the scheduling modeoption 2720 by caller 106. In an embodiment of the invention, caller 106may enter and/or select a call schedule 2902. For example, call schedule2902 may include, but are not limited to, a date and time information. Acalendar 2904 may be displayed on the screen of device 102 for enteringand/or selecting the date information for scheduling the call. A timeinput box 2906 may be displayed on the screen of device 102 a forentering and/or selecting the time information for scheduling the call.For example, the call schedule information will include a date Mar. 15,2011, and time 11:25:40, therefore Visuphone 104 dial at the phonenumber of the destination on Mar. 15, 2011 at 11:25:40 AM. In anembodiment, the time information may be displayed in 12 hour format. Inanother embodiment, the time information may be displayed in 24 hoursformat.

In another embodiment of the invention, call schedule 2902 may include apredefined schedule for calling to the destination. For example,Visuphone 104 may automatically schedule a call in next five minutes onthe same day, based on the predefined schedule. In an embodiment, caller106 is not required to enter or select the date and the time informationfor scheduling the call. In such a case, Visuphone 104 automaticallyschedules the call to the destination based on the predefined schedule.A person skilled in the art will appreciate that the date and time forpredefined schedule is not limited to five minutes or same day, and canbe edited by caller 106. Further, call schedule 2902 may also includeadditional information such as maximum number of calling attempts,waiting time, and so forth.

Thereafter, a communication is established between device 102 and thedialed destination. After establishment of the communication, Visuphone104 may request and/or receive information from the dialed destinationbased on the selection information of the predefined callinginformation. In an embodiment, Visuphone 104 may keep on dialing thephone number of the destination until the requested information isreceived from the dialed destination based on the selection information.In an exemplary scenario, Visuphone 104 may be required to dial thephone number of the destination repeatedly when the requestedinformation is not available on the dialed destination. The callschedule may further include the predefined time interval for callingthe destination. For example, when the communication is not establishedwith the dialed destination, Visuphone 104 can call the destinationafter waiting for the predefined time interval such as after tenminutes. A person skilled in the art will appreciate, that thepredefined time interval is not limited to ten minutes, and can beedited by caller 106. In an exemplary scenario, if the requestedinformation is not available at the dialed destination, than Visuphone104 may wait for the predefined time interval of the call schedule andmay call the previously dialed destination again, and may request forthe desired information according to the selection information.

As discussed with reference to FIG. 3A, visual menu database 308 maystore the predefined calling information. Further, visual menu database308 may store the selection information and call schedule 2902. In anembodiment, call schedule 2902 may also include a predefined timeinterval and a predefined schedule. In an embodiment, visual menudatabase 308 may further store the predefined schedule and predefinedtime interval. Device 102 may also request or receive updates from theserver at a predefined time. The predefined time may be for example,once a week, once a month, or any other interval predefined by caller106 or Visuphone 104.

FIGS. 30A and 30B illustrate a flowchart for providing enhancedtelephony by presenting a scheduling mode option 2720 to caller 106, inaccordance with an embodiment of the invention. Caller 106 may dial,select or receive one or more destination phone numbers to connect to adestination from device 102. Destinations 108 a-n may include an audibleIVR menu for interaction with caller 106. Further, device 102 mayinclude Visuphone 104 to display a visual IVR menu associated with aphone number of a destination dialed by caller 106. As discussed withreference to FIG. 27, Visuphone 104 may further display scheduling modeoption 2720 at device 102. Visuphone 104 may establish a communicationwith the phone number of the destination based on the predefined callinginformation. In an exemplary scenario, a user of device calls a bank,than a scheduling mode option and a visual IVR of the bank may bedisplayed on the device. Sometimes, the user might not be able toreceive desired information during this call then the user can switch toa scheduling mode by selecting the scheduling mode option. Thereafter,Visuphone 104 may ask the user to enter predefined calling information.Later, Visuphone 104 may dial the phone number of the previously dialedbank based on the predefined calling information.

At step 3002, a phone number of a destination is dialed from device 102.Caller 106 may dial the phone number of destination of destinations 108a-n. At step 3004, a visual IVR menu associated with the dialed numberand a scheduling mode option 2720 is displayed at device 102. Asdiscussed with reference to FIG. 3A, visual IVR menu 2702 and schedulingmode option 2720 may be displayed on display 302 of device 102. In anembodiment, caller 106 may interact with the dialed destination andrequest for information, by selecting one or more options of the visualIVR menu. In an embodiment, the requested information may not beavailable at the dialed destination at the time of the call. Therefore,in such a case caller 106 may need to dial the destination again orcaller 106 may schedule a call at later time. At step 3006, device 102is switched to a scheduling mode. Caller 106 selects scheduling modeoption 2720 for switching device 102 to the scheduling mode. Asdiscussed with reference to FIGS. 1A and 27, in scheduling modeVisuphone 104 may save inputs such as predefined calling informationfrom caller 106. The predefined calling information may includeselection information and a call schedule.

At step 3008, Visuphone 104 saves the selection information includingthe one or more options of the displayed visual IVR menu. The one ormore options are selected by caller 106. Thereafter, a display 2700 ofdevice 102 switches to display 2900 including calendar 2904 and timeinput box 2906. Caller 106 may enter the date and time information incalendar 2904 and time input box 2906 respectively. At step 3010,Visuphone 104 saves the call schedule including the date and timeinformation.

At step 3012, it is checked whether the entered call schedule's date andtime has arrived. Visuphone 104 may perform the checking by comparingthe call schedule's date and time with the current date and time. In anembodiment, Visuphone 104 determines the current date and time based onthe system clock and/or internet. If the call schedule's date and timeis not equal to current date and time, then at step 3014 the processwaits for the call schedule's date and time to arrive, otherwise theprocess control goes to step 3016. At step 3016, Visuphone 104 dials thephone number of the destination. Visuphone 104 dials the phone number ofthe destination based on the call schedule of the predefined callinginformation and without any user intervention. Thereafter, Visuphone 104may establish a connection with the dialed destination.

At step 3018, Visuphone 104 requests information from the dialeddestination based on the selection information of the predefined callinginformation. In an embodiment, the requested information may not beavailable at the dialed destination at this time, so Visuphone 104 maywait for the predefined interval and may dial the phone number of thedestination again. Examples of the predefined time interval may include,but are not limited to, thirty seconds, one minute, five minutes, tenminutes, twenty minutes, and so forth. In another embodiment, the dialeddestination may transfer the request for the information by Visuphone104 to the server, when the information is not available at the dialeddestination. In another embodiment, when the information is notavailable at the dialed destination, the request of the information maybe transferred to another destination of destinations 108 a-n. In anembodiment, caller 106 may interact with the dialed destination afterestablishment of the communication by Visuphone 104.

At step 3020, the requested information is received at device 102. Thedialed destination may send the requested information to device 102based on the availability of the information. In an embodiment, therequested information may be received from the another destination ofdestinations 108 a-n. In yet another embodiment, Visuphone 104 mayreceive requested information from the server. In an embodiment,Visuphone 104 may convert the format of the received information from afirst format to a second format. In an embodiment, the first format ofthe received information may be an audio format. Examples of the audioformat include, but are not limited to, WAV, Real Audio, MusicalInstrument Digital Interface (MIDI), Windows Media Audio (WMA), MP3,Ogg, and so forth. In an embodiment, the second format may be a textformat such as a Unicode text, Rich Text format, HyperText MarkupLanguage (HTML) or any other format compatible with device 102.

At step 3022, Visuphone 104 saves the received information at device102. In an embodiment, the saved information may be accessed by caller106 in real time. In another embodiment, the saved information may beaccessed by caller 106 later. At step 3024, Visuphone 104 displays thereceived information on display 302 of device 102.

According to an embodiment of the invention, Visuphone 104 may send oneor more data packets (or messages) for establishing a connection orcommunication session in a communication network 3100 as illustrated inFIGS. 31A-D. FIGS. 31A-D illustrates exemplary environments, wherevarious embodiments of the invention can function. Communication network3100 includes a device 3102 a. In an embodiment, communication network3100 may include different types of devices 3102 a-n. Herein after,device 3102 a may be referred as a first communication device. A personskilled in art will appreciate, that communication network 3100 may alsoinclude a plurality of devices 3102. Examples of communication network3100 include, but are not limited to, the Internet, PSTN, Local AreaNetwork (LAN), Wide Area Network (WAN), Metropolitan Area Network (MAN),and so forth. In an embodiment, communication network 3100 can be a datanetwork such as the Internet. The data network is a network capable ofestablishing data and voice communication among various communicationdevices. In an embodiment, communication network 3100 can be atelecommunication or telephone network capable of establishing onlyvoice communication among various communication devices.

Further, communication network 3100 includes a second communicationdevice 3108 a. In an embodiment, communication network 3100 may includea plurality of second communication devices 3108. A caller 3106 may usefirst communication device 3102 a to connect to second communicationdevice 3108 a. First communication device 3102 a can be atelecommunication device that can connect directly to a PSTN 3110. Aperson skilled in the art will appreciate, that first communicationdevice 3102 a can also connect to a private telephone exchange. Examplesof first communication device 3102 a include, but are not limited to, atelephone, a mobile phone, a smart phone or any other device capable ofvoice or data communication. Caller 3106 may dial a phone numberassociated with second communication device 3108 a for connecting tosecond communication device 3108 a. First communication device 3102 amay have one or more associated phone numbers, which may be used byother devices for connecting to first communication device 3102 a.Similarly, each of the plurality of second communication device 3108 mayhave associated at least one phone number. In another embodiment, firstcommunication device 3102 a may include a plurality of visual IVR menuscorresponding to phone numbers of the plurality of second communicationdevices 3108.

In an embodiment, first communication device 3102 a may include an IVRapplication. In an embodiment, first communication device 3102 a mayinclude the IVR application such as Visuphone 3104 a as shown in FIG.31A. Visuphone 104 a may provide data regarding a phone number of secondcommunication device 3108 a dialed by caller 3106. For example, the datamay include geographical information or services provided by secondcommunication device 3108 a-n. Second communication device 3108 aincludes an IVR system. The IVR system allows caller 3106 to interactautomatically with second communication device 3108 a. When caller 3106dials a phone number and connects to second communication device 3108 a,an audible IVR menu may be played to caller 3106. Second communicationdevice 3102 a can have more than one IVR menus. Visuphone 3104 a maydisplay a visual IVR menu on first communication device 3102 acorresponding to the audible IVR menu associated with the phone numberof second communication device 3108 a to be connected.

Second communication device 3108 a can be a device capable of data/voicecommunication. Examples of second communication device 3108 a include,but are not limited to, a telephone, a computer, a laptop computer, apersonal digital assistant (PDA), a mobile phone, and so forth. Varioustypes of second communication device 3108 a that implement the audibleIVR menu include, for example, banks, hotels, fast-food outlets, utilityservices providers, corporate offices, mobile phone service providers,hospitals, and so forth. Further, second communication device 3108 a canhave more than one audio/visual IVR menus. Typically, the audible IVRmenu provided by second communication device 3108 a comprises audibleoptions or instructions. In an embodiment, the visual IVR menu includesone or more text and/or graphical representation of different nodescorresponding to different nodes of the audio IVR menu.

In an embodiment, Visuphone 3104 a may send or receive one or moremessages to or from second communication device 3108 a for establishinga communication session in communication network 3100. The one ormessages may be sent as data packets when a data network such as theInternet is available. In an embodiment, the one or more messages may besent as DTMF signals or tones. After establishing a communicationsession with second communication device 3108 a, caller 3106 caninteract with second communication device 3108 a via the visual IVR menuassociated with second communication device 3108 a.

In an embodiment, first communication device 3102 a may receive anacknowledgement message from second communication device 3108 a. In anembodiment, the acknowledgement message is received only when secondcommunication device 3108 includes an IVR application such as Visuphone.The Visuphone will have similar functionality as explained in abovefigures.

In an embodiment, second communication device 3108 such as a secondcommunication device 3108 b may include an IVR application such asVisuphone 3104 b as shown in FIG. 31B. As shown communication network100 may further include a second communication device 3108 b (hereinafter second communication device 3108 may be used to refer secondcommunication device 3108 b and second communication device 3108 acollectively or interchangeably). Visuphone 3104 b may send or receiveone or more messages including information such as acknowledgment to orfrom first communication device 3102 a. Visuphone 3104 b is capable ofsending messages required to establish a communication session withfirst communication device 3102 a.

FIG. 31C illustrates another exemplary environment where communicationdevice may exchange one or more messages or data packets forestablishing communication session, in accordance with an embodiment ofthe invention. As shown, first communication device 3102 b can be acommunication device that may be connected directly to a network 3112.Examples of first communication device 3102 b include, but are notlimited to, a personal computer, a laptop, a mobile phone, asmart-phone, a fixed line telephone, a Voice Over Internet Protocol(VOIP) phone or other devices capable of voice or data communication.Examples of network 3112 include any wired or wireless network, such asbut not limited to, LAN, WAN, a Wi-Fi network, and so forth. Further,first communication device 3102 b may include various applications orcomputer programs that enable caller 3106 to use first communicationdevice 3102 b for dialing a phone number of second communication device3108 a-n through PSTN 3110 over network 3112 through a gateway 3114. Forexample, the applications may be VOIP applications, such as but notlimited to, Skype, Magic Jack, Google Talk, and so forth. As discussedwith reference to FIG. 31A and FIG. 31B, second communication device3108 b (or 3108 a) presents the audible IVR to first communicationdevice 3102 b.

Further, Visuphone 3104 a may search or detect a data network. In anembodiment, Visuphone 3104 a may send one or more messages in the formof data packets to second communication device 3108 b, when a datanetwork such as the Internet is detected or available. Further,Visuphone 3104 a may establish a communication session with secondcommunication device 3108 b by exchanging one or more messages or datapackets. Furthermore, Visuphone 3104 a may send a first section of adata packet including first information such as header information tosecond communication device 3108 b. In an embodiment, Visuphone 3104 amay receive a message including acknowledgement information from secondcommunication device 3108 b. In an embodiment, the acknowledgementmessage is received at first communication device 3102 b, when secondcommunication device 3108 b includes an IVR application such asVisuphone 3104 b as shown in FIG. 31B. The acknowledgement message maybe received based on the first section of the data packet. Thereafter,Visuphone 3104 a of first communication device 3102 b may send a secondsection of the data packet including second information such as apayload. In an embodiment, the Visuphone 3104 a may exchange one ormessages with Visuphone 3104 b or second communication device 3108 a inform of DTMF signals or tones.

As illustrated in FIG. 31D, first communication device 3102 c can beconnected to the PSTN 3110 through network 3112 or through a cellularnetwork 3116. Various service providers provide multiple or overlappingservices to customers. For example, cable television service providermay also provide phone and network service, optical network provider mayalso provide phone or television services, WiMax service providers thatprovide phone service, and so forth. Network 3112 may be any serviceprovider that provides such services, for example, but not limited to,cell phone services, wireless services, network services, cabletelevision services, or various combinations of the above or other typeof services.

First communication device 3102 c includes Visuphone 3104 a whichdisplays data corresponding to the dialed phone number of secondcommunication device 3108 b (or 3108 b). Further, Visuphone 3104 a maydisplay a visual IVR menu corresponding to the audible IVR menu of thedialed phone number of second communication device 3108 b (or 3108 a).In an embodiment, the visual IVR menu may be displayed when a call isreceived from second communication device 3108 b. Thereafter, caller3106 may select one or more options from the displayed visual IVR menu.In an embodiment, the visual IVR menu may have an associated identity(ID) or number. The visual IVR menu will indicate the versioninformation of the visual IVR menu. In an embodiment, Visuphone 3104 amay send selection information including one or more options selected bycaller 3106 to second communication device 3108 b. In an embodiment,Visuphone 3104 a may receive the audio/visual IVR menu from secondcommunication device 3108 b when a latest version of the visual IVR menuis not available at first communication device 3102 c. In an embodiment,the dialed second communication device 3108 b may request theinformation from the server of communication network 3100 when theinformation requested by Visuphone 3104 a is not available at secondcommunication device 3108 b. Thereafter, second communication device3108 b may send the information received from the server to Visuphone3104 a. Visuphone 3104 a may further request and/or receive informationfrom the dialed second communication device 3108 b. Further, Visuphone3104 a may display the information at first communication device 3102 c.In an embodiment, Visuphone 3104 a may include version information. Theversion information may be a combination of numbers, alphabets or analphanumeric code indicating a version of Visuphone 3104 a. Hereinafter, first communication device 3102 may be used to refer firstcommunication device 3102 a-c collectively.

FIG. 32 illustrates an exemplary packet 3202 sent from firstcommunication device 3102 (or device 3102) to second communicationdevice 3108, in accordance with an embodiment of the present invention.In an embodiment, Visuphone 3104 a of first communication device 3102may send the packet 3202 to second communication device 3108 forestablishing a communication session when a data network such as theInternet is available. Examples of packet 3202 include but are notlimited to an Internet Protocol version 4 (IPv4) packet, an InternetProtocol version 6 (IPv6) packet, and so forth. In an embodiment, packet3202 includes a first section 3202 a and a second section 3202 b. Firstsection 3202 a of packet 3202 includes first information. In anembodiment, first section 3202 a may include header information.Examples of the first information include, but are not limited to, aVisuphone version, a visual menu identity (ID) of the visual IVR menuassociated with second communication device 3108, an ACK bit, and soforth. The Visuphone version indicates the version information ofVisuphone 3104 a present at first communication device 3102. The visualmenu ID indicates the identity information of the visual IVR menuassociated with the dialed phone number of second communication device3108. In an embodiment, the ACK or acknowledgement bit may be used bysecond communication device 3108 (or 3108 b) to send an acknowledgementmessage. In an embodiment, the ACK bit may have a value such as 0 or 1.For example, second communication device 3108 may set the ACK bit oracknowledgement bit to 1 and send it back to first communication device3102 as an acknowledgement message. A value 1 in the ACK bit indicatesthat the message is an acknowledgement message for a previously sentmessage or section of the packet. In an embodiment, second communicationdevice 3108 sends the acknowledgement message when second communicationdevice 3108 includes Visuphone 3104 b as shown in FIG. 31B. The ACK bitset as 1 indicates that the packet sent from first communication device3102 has been received at second communication device 3108. In anembodiment of the invention, first section 3202 a may be a headersection of IPv6 packet. The structure of header section or first section3202 a is shown in FIG. 33.

In an embodiment, second section 3202 b of packet 3202 may includesecond information. Examples of the second information include, but arenot limited to, a user ID, user options (selected from the visual IVRmenu), user profile information (last dialed details), and so forth. Inan embodiment, the second section may include a data or payload section.The user ID is the identity information of caller 3106 dialing the phonenumber of second communication device 3108. The user options indicateselection information including the one or more options selected fromthe displayed visual IVR menu. Visuphone 3104 a displays the visual IVRmenu associated with second communication device 3108 when the callerdials the phone number of second communication device 3108. The userprofile indicates the information related to previous communicationsession or activities of caller 3106 or first communication device 3102.The user profile indicates information such as last dialed numbers, timeof last call, duration of last call to the second communication device3108, access pattern of caller 3106, and so forth. In an embodiment,second section 3202 b may be a payload or data section of IPv6 packet.In an embodiment, the information of first section 3202 a and secondsection 3202 b may be sent separately as two different packets byVisuphone 3104 a. In an embodiment first section 3202 a and secondsection 3202 b may be sent in form of DTMF tones or signals. Themessages are sent in form of DTMF tones when the data network is notavailable.

FIG. 33 illustrates an exemplary structure of first section 3202 a ofpacket 3202 sent to second communication device 3108, in accordance withan embodiment of the invention. In an embodiment, first section 3202 aof packet 3202 may be a header section of IPv6 packet. Further, firstsection 3202 a may include a plurality of fields. Example of pluralityof fields include, but are not limited to, a packet version 3302, atraffic class 3304, a flow label 3306, a payload length 3308, a nextheader 3310, a hop limit 3312, a source address 3314, a destinationaddress 3316, and so forth. Packet version 3302 indicates versioninformation associated with packet 3202 such as IPv4, IPv6, and soforth. The version information may include numeric characters, alphabetsor a combination thereof. In an embodiment of the invention, trafficclass 3304 field may indicate whether the source device i.e. firstcommunication device 3102 provides congestion control management or not.Flow label 3306 field may be used to provide real time applicationsspecial services. Payload length 3308 field may indicate the size orlength of the payload or data section (second section 3202 b). Nextheader 3310 field points to next element or packet in the chain ofpackets when multiple packets are sent. Hop limit 3312 field mayindicate the number of stops or hops the packet may take before reachingthe final destination or second communication device 3108. Sourceaddress 3314 field may include the address of first communication device3102. Destination address 3316 field may be address of secondcommunication device 3108. In an embodiment, destination address 3316field may be the address of next hop of packet 3202.

FIGS. 34A and 34B illustrates a flowchart for communicating among aplurality of communication devices, in accordance with an embodiment ofthe invention. As discussed with reference to the FIGS. 31A and 31B,communication network 3100 includes first communication device 3102.Further, communication network 3100 includes second communication device3108. In an embodiment, first communication device 3102 may includeVisuphone 3104 a. In an embodiment, second communication device mayinclude an IVR application such as Visuphone. As shown in FIG. 31B,second communication device 3108 b includes Visuphone 3104 b. In anotherembodiment, second communication device may not include Visuphone asshown in FIG. 31A. Visuphone 3104 a of first communication device 3102 amay send one or more messages or packets to second communication device3108. The messages may be sent as Dual-Tone Multi-Frequency (DTMF) ortones depending on the availability of the data network. Similarly,Visuphone 3104 b may receive or send one or more messages/packetsfrom/to first communication device 3102. Further, Visuphone 3104 maydisplay the visual IVR menu associated with a phone number of secondcommunication device 3108. First communication device 3102 includes oneor more visual IVR menus associated with a plurality of secondcommunication devices.

Caller 3106 may dial a phone number of second communication device 3108.In an embodiment, Visuphone 3104 a may display a visual IVR menuassociated with the dialed second communication device 3108. At step3402, Visuphone 3104 a of first communication device 3102 searches for adata network such as the Internet. At step 3404, an availability of thedata network is checked. When the data network is available the processcontinues to step 3408 else the process control goes to step 3406. Atstep 3406, Visuphone 3104 a sends a first section of the packet tosecond communication device 3108 such as second communication device3108 b as DTMF signals or tones. As discussed with reference to FIG. 33,first section may include a first information or header information.Thereafter, first communication device 3102 and second communicationdevice 3108 may further communicate through the exchange of DTMF tonesor signals.

At step 3408, Visuphone 3104 a sends a first section of the packet as adata packet to second communication device 3108 a when the data networkis available. In an embodiment, the data packet may be an IPv4 packet,an IPv6 packet, and so forth. As discussed with reference to FIG. 33,the first section of the packet includes first information. Examples ofthe first information include, but are not limited to, a Visuphoneversion, a visual menu identity (ID) associated with the visual IVR menucorresponding to second communication device 3108, an ACK bit, hoplimit, payload length, traffic class, and so forth. The Visuphoneversion field indicates the version information of the Visuphone 3104 apresent at first communication device 3102. In an embodiment, the visualmenu ID field may indicate the identity information of the visual IVRmenu associated with the dialed phone number of second communicationdevice 3108. The ACK bit or acknowledgement bit may be used by secondcommunication device 3108 to send an acknowledgement message from whichthe first section is received. In an embodiment, the ACK bit may have avalue such as 0 or 1.

At step 3410, it is checked, at second communication device 3108,whether a Visuphone is available at second communication device 3108. Ifthe Visuphone is not available, first communication device 3102 andsecond communication device 3108 may communicate by exchangingmessages/information as DTMF tones or signals else process control goesto step 3412. At step 3412, an acknowledgement message based on thefirst section is received from second communication device 3108. In anembodiment, the acknowledgement message is received based on the firstinformation of the first section. In an embodiment, Visuphone 3104 b ofsecond communication device 3108 b sends the acknowledgement message tofirst communication device 3102.

At step 3414, Visuphone 3104 a sends a second section of the packetincluding second information to second communication device 3108 such asto second communication device 3108 b. Examples of the secondinformation include, but are not limited to, a user ID, user options(selected from the visual IVR menu), user profile information (lastdialed details), and so forth. The user ID is the identity informationof caller 3106 who dials the phone number of second communication device3108. The user options indicate selection information including the oneor more options selected from the displayed visual IVR menu. The visualIVR menu is associated with the phone number of second communicationdevice 3108 dialed from first communication device 3102. Visuphone 3104a may display the visual IVR menu associated with second communicationdevice 3108. The user profile indicates the information related toprevious communication session or activities of caller 3106 or firstcommunication device 3102. The user profile indicates information suchas last dialed numbers, time of last call, duration of last call tosecond communication device 3108, and so forth.

In an embodiment, Visuphone 3104 a may send header information as afirst section of the packet and data or payload as second section of thepacket. In an embodiment, first communication device 3102 may send thesecond section of the packet after receiving an acknowledgement messagefrom second communication device 3108. In an embodiment, the firstsection and the second section of the packet may be sent as a singlepacket 3202, as shown in FIG. 32.

FIG. 35A illustrates an exemplary communication network where a call isreceived at a device from a first party device, in accordance with anembodiment of the invention. A device 3502 a may receive a call from aplurality of first party devices 3508 a-n in a communication network3500. A person skilled in art will appreciate, that communicationnetwork 3500 may also include different types of devices. Further,communication network 3500 may include a plurality of device 3502. Firstparty devices 3508 a-n may initiate a call to connect to device 3502 a.First party devices 3508 a-n are devices which are capable of data/voicecommunication. Examples of first party devices 3508 a-n include, but arenot limited to, a telephone, a computer, a laptop computer, a personaldigital assistant (PDA), a mobile phone, and so forth. Each of firstparty devices 3508 a-n may have associated one or more phone numbers.Further, each of first party devices 3508 a-n may have audio or visualIVR menu corresponding to the associated one or more phone numbers.Various types of organization which implement audio IVR systems such as,but are not limited to, banks, hotels, fast-food outlets, utilityservices providers, corporate offices, mobile phone service providers,hospitals, and so forth. An agent or customer care executive, a personassociated with the organizations may use first party devices 3508 a-nfor initiating calls to devices 3502 a-n. Typically, the audible IVRmenu provided by first party devices 3508 a-n comprises audible optionsor instructions. Further, the visual IVR menu includes one or more textand/or graphical representation of different nodes corresponding todifferent nodes of the audio IVR menu as displayed in FIG. 2A and FIG.2B.

A caller 3506 may connect to a first party device of the first partydevices 3508 a-n either by accepting a call from the calling first partydevice or by dialing a phone number of first party device 3508 a. Afterestablishing a connection with first party device 3508 a, caller 3506can interact with first party device 3508 a via the IVR menu associatedwith first party device 3508 a. Further, first party devices 3508 a-ncan send information to device 3502 a. Similarly, device 3504 a may alsorequest information from first party devices 3508 a-n. Device 3502 a canbe a telecommunication device that can connect directly to a PSTN 3510.A person skilled in the art will appreciate, that device 3502 a can alsoconnect to a private telephone exchange.

A Visuphone 3504 of device 3502 a can display a visual IVR menuassociated with the calling first party device. In an embodiment,Visuphone 3504 may display the visual IVR menu at device 3502 a evenbefore accepting the call by caller 3506. Thereafter, caller 3506 canselect one or more options from the displayed visual IVR menu to obtainthe required resource/information or service from the calling firstparty device 3508 a. Furthermore, Visuphone 3504 may display one or morecommunication options on a screen of device 3502 a. Examples of thecommunication options include, but are not limited to, a conferencingoption, a call forwarding option, a busy option, and so forth. Caller3506 can select a communication option from the displayed one or morecommunication options. Based on the selection by caller 3506 acommunication session may be established between device 3502 a and thecalling first party device 3508 a. In an embodiment, when caller 3506selects the ‘conferencing’ option, another device of communicationnetwork 3500 may be included in the call with first party device 3508 a.

In an embodiment of the invention, device 3502 a can request and/orreceive updates from the server. This may happen in a case whenrequested information is not available on the calling first partydevice. Device 3502 a may also request information from first partydevice 3508 a from which the call is received.

FIG. 35B illustrates another exemplary communication network in which anIVR menu is displayed when a call is received from a first party device,in accordance with an embodiment of the invention. As shown,

a device 3502 b can be a communication device that can be connecteddirectly to a network 3514. Examples of device 3502 b include, but arenot limited to, a personal computer, a laptop, a mobile phone, asmart-phone, a fixed line telephone, a VOIP phone or other devicescapable of voice or data communication. Device 3502 b may includevarious applications or computer programs such as Skype, Magic Jack etc,that enable caller 3506 to use device 3502 b for receiving and/oraccepting call from first party devices 3508 a-n through PSTN 3510 overnetwork 3514 through a gateway 3512. Network 3514 may include any wiredor wireless network, such as but not limited to, LAN, WAN, a Wi-Finetwork, and so forth. As discussed with reference to FIG. 35A, firstparty devices 3508 a-n presents the audible IVR to device 3502 b.Visuphone 3504 will function in a similar manner as described in FIG.35A.

As shown in FIG. 35C, a device 3502 c can be connected to PSTN 3510through network 3514 or through a cellular network 3516. Various serviceproviders provide multiple or overlapping services to customers. Forexample, cable television service provider may also provide phone andnetwork service, optical network provider may also provide phone ortelevision services, WiMax service providers that provide phone service,and so forth. Network 3514 may be any service provider that providessuch services, for example, but not limited to, cell phone services,wireless services, network services, cable television services, orvarious combinations of the above or other type of services. In anembodiment of the invention, Visuphone 3504 may display one or morecommunication options at device 3502 c along with the visual IVR menu ofthe associated calling phone number of first party device 3508 a. Caller3506 may select a communication option from the displayed communicationoptions for interacting with the calling first party device 3508 a. Inan embodiment, Visuphone 3504 may receive the visual IVR menu from firstparty device 3508 a. In an embodiment, calling first party device 3508 amay request the information requested by Visuphone 3504 or caller 3506,from the server of communication network 3500. Thereafter, calling firstparty device 3508 a may send the information received from the server toVisuphone 3504. Visuphone 3504 may further request and/or receiveinformation from calling first party device 3508 a. Further, Visuphone3504 may display the information at device 3502 c.

FIG. 36 illustrates yet another exemplary communication network in whichan IVR is displayed when a call is received at a device, in accordancewith an embodiment of the invention. As discussed with reference to FIG.35A, communication network 3500 includes first party devices 3508 a-nwhich may initiate a call to the phone number associated with device3502 a. Further, communication network 3500 may include a third partydevice 3602. In an embodiment, communication network 3500 may includemore than one third party device 3602. Device 3502 a includes Visuphone3504 that can receive the call from first party device 3508. Visuphone3504 may further display a visual IVR menu associated with the callingfirst party device 3508. In an embodiment, device 3502 a may be referredas a second party device.

Further, Visuphone 3504 can highlight an option or node in the visualIVR menu. The highlighted option represents the exact position of firstparty device 3508 within the visual IVR menu from where the call isinitiated. For example, in case of a bank, if a person from insurancedepartment initiates a call to a mobile phone, then the noderepresenting the insurance is highlighted in the visual IVR menu of thebank displayed at the mobile phone. Therefore, caller 3506 can knowexactly from which department within the organization the call is comingfrom. Accordingly, caller 3506 may act or opt to attend or reject thecall from first party device 3508.

Further, Visuphone 3504 may display one or more communication options ona screen of device 3502 a. Examples of the one or more communicationoptions can include, but are not limited to, a conferencing option, acall forwarding option, a busy option, and so forth. Caller 3506 mayselect an option from the displayed communication options. Visuphone3504 may establish a connection with a third party device based on theselection of the communication option by caller 3506. Third party device3602 may be a device 3502, a first party device of first party devices3508 a-n, a server, and so forth depending on the selection of thecommunication option. Further, third party device 3602 may have anassociated phone number.

In an embodiment, when caller 3506 selects a ‘conferencing’ option fromthe displayed one or more communication options then third party device3602 may be included in the call. Now third party device 3602, device3502 a, and first party device 3508 a from which the call was receivedinitially may communicate through a conference call and can interactwith each other. Thereafter, all three types of devices in theconference call may further request or receive information from eachother. In an embodiment, third party device 3602 may be another deviceof communication network 3500. In an embodiment, Visuphone 3504 mayfurther display a visual IVR menu associated with third party device3602. In an embodiment, Visuphone 3504 of the device 3502 a may receivethe visual IVR menu associated with the phone number of third partydevice 3602. In an exemplary scenario, a user receives a call at a firstmobile phone from an executive of the insurance department of a bank.The user may select a ‘conferencing’ option and can include another userof a second mobile phone who might be interested in knowing about theinsurance policies offered by the executive. In an embodiment, caller3506 of device 3502 a may opt to leave the conference call in between ofthe call. Thereafter, first party device 3508 a and third party device3602 may continue with the call.

In an embodiment, caller 3506 may select a ‘call forwarding’ option ofthe displayed one or more communication options to forward the callcoming from first party device 3508 a to third party device 3602.Thereafter, a user of third party device 3602 may interact with firstparty device 3508 a. For example, when a user of first mobile phonereceives a call from a pizzeria, then a visual IVR menu of the pizzeriacan be displayed at the mobile phone along with various communicationoptions. The user may forward the call to a second mobile phone byselecting the ‘call forwarding’ option. Now, the call will be betweenthe second mobile phone and the pizzeria. In an embodiment, third partydevice 3602 may include a Visuphone or IVR application. In anotherembodiment, third party device 3602 may include one or more audio and/orvisual IVR menus. In an embodiment, a visual IVR menu associated with aphone number of third party device 3602 may be displayed on device 3502a. Further, Visuphone 3504 may receive the visual IVR menu associatedwith the third party device from third party device 3602.

FIG. 37 illustrates an exemplary visual IVR menu 3702 along with one ormore communication options at device 3502 a, in accordance with anembodiment of the invention. As discussed with reference to FIGS. 35Aand 36, Visuphone 3504 may display the visual IVR menu 3702 associatedwith the phone number of calling first party device 3508 on the screenof device 3502 a. The visual IVR menu is displayed with added graphicson the screen of device 3502. Visual IVR menu 3702 may include one ormore options corresponding to every node in calling first party device3508. It is well known that graphics are easier to learn and are fasterto recognize than words. Therefore, graphics are used in variouscomputerized device interfaces. Various types of graphics can bedisplayed for example, animated icons, icons that highlight or animatewhen the node is highlighted, and so forth. The graphics may bedisplayed for each node or a few nodes based on the usability of visualIVR menu 3702. For example, for node 3716 of home delivery, an icon ofhouse may be displayed. In an embodiment of the invention, visual IVRmenu 3702 can be customized to display only the text, only the icons orboth. Furthermore, caller 3506 can suggest or use various icons based onhis preferences. The visual IVR menu is specific to first party device3508 from which call is received.

Further, each of first party devices 3508 a-n may have more than oneaudio IVR menus. Therefore, different visual IVR menu corresponding tothe one or more audio IVR menus is possible for each of first partydevices 3508 a-n. In an embodiment, device 3502 may include more thanone visual IVR menus for each first party device of first party devices3508 a-n based on the time. Therefore, different visual IVR menuscorresponding to a first party device 3508 might be presented to caller3506 depending on the time of dialing to first party device 3508. In anexemplary scenario, in a hotel, the food items in a daytime menu cardmay be different from a night menu card. Accordingly, the options in thevisual IVR menu may differ. Therefore, the visual IVR menus for daytimeand night can be different for the hotel. When caller 3506 receives acall from the phone number of the hotel in daytime, a daytime visual IVRmenu can be displayed at device 3502, and if caller 3506 receives a callat night, a different menu can be displayed at device 3502. Therefore, avisual IVR menu of the hotel displayed at device 3502 for a callreceived at 1 PM may be different then the visual IVR menu displayed foranother call received at 5 PM.

Further, Visuphone 3504 may display the one or more communicationoptions 3720 a-n on the screen of device 3502. Examples of one or morecommunication options 3720 a-n include, but are not limited to, aconferencing option, a call forwarding option, a busy option, and soforth. In an embodiment, when caller 3506 selects a ‘busy’ option fromcommunication options 3720 a-n, a text or audio message may be sent tocalling first party device 3508. For example, when a user receives acall from a bank and selects the ‘busy’ option from the displayed visualIVR menu of the calling bank, then a customized or predefined messagesuch as “I am busy right now, so please call later” can be sent to thebank. In an embodiment, the message may be an audio message.

In an embodiment, when caller 3506 accepts the call from first partydevice 3508, a communication session is established between device 3502and calling first party device 3508. After communication sessionestablishment, Visuphone 3504 of device 3502 may request and/or receiveinformation from calling first party device 102. In an embodiment,caller 3506 may include third party device 3602 by selecting‘conferencing’ option from displayed communication options 3720 a-n.Thereafter, the three devices i.e. first party device 3508, second partydevice 3502, and third party device 3602 may have a conference call andcan communicate with each other. In an embodiment, caller 3506 mayinclude more than one third party device 3602 in the conference call. Inan embodiment, third party device 3602 may include another communicationdevice of communication network 3500 in the conference call. In anotherembodiment, the calling first party device such as first party device3508 a may include another first party device such as a first partydevice 3508 b in the conference call. In another embodiment, first partydevice 3508 from which call is received may connect device 3502 toanother first party device 3508 b during the call.

FIG. 38 illustrates another exemplary visual IVR menu 3802 along withone or more communication options at device 3502 a, in accordance withan embodiment of the invention. Visual IVR menu 3802 is a visual menucorresponding to an audio IVR menu of a bank. Visual IVR menu 3802includes one or more options corresponding to every node in the audibleIVR menu when the calling first party is the bank or an executive of thebank. Though not shown, nodes of visual IVR menu 3802 may be representedusing graphics such as, animated icons, icons that highlight or animatewhen the node is highlighted, and so forth. Further, graphics may bedisplayed for each node or a few nodes based on the usability of visualIVR menu 3802. Visual IVR menu 3802 includes nodes such as personalbanking node 3806, NRI banking node 3808. Caller 3506 can choose NRIbanking by pressing a combination 1-3. Thereafter, caller 3506 canselect investment option by pressing 2. Furthermore, caller 3506 cansuggest or use various icons based on his preferences. The visual IVRmenu is specific to a destination. For example, hospitals will havedifferent IVR menu than that of the bank. In an embodiment, one or morecommunication options 3720 a-n may also be displayed on the screen ofdevice 3502. Caller 3506 can select a communication option of displayedcommunication options 3720 a-n. Visuphone 104 may include a third partydevice as shown in FIG. 36 based on selection of the communicationoption.

Another embodiment of the invention allow visual IVR menu for callsreceived at a conventional home telephone. FIG. 39 illustrates thepresentation of the visual IVR menu when a phone connection isassociated with a wide band internet ‘smart’ modem. A phone 3904connected to a PSTN 3908 and through a gateway 3916 to the Internetnetwork 3918 is shown in FIG. 39. A first party device 3508 a can call aphone number of the phone 3904. Network 3918 may be any service providerthat provides services, for example, but not limited to, telephoneservices, cell phone services, wireless services, Internet services,cable television services, or various combinations of the above or othertype of services. An embodiment of the invention allow visual IVR menufor calls received at a conventional home telephone.

Further, the connection to network 3918 is associated with a wide bandInternet ‘smart’ modem 3906. Phone 3904 may be a regular phone, such asa landline phone or a cordless landline phone. Modem 3906 may be aDigital Subscriber Link (DSL) modem or a cable modem that connects thehome device to the Internet and/or computer network. Modem 3906 isconnected to a service provider, and can provide the home devices withtelephone, Internet and television services. Modem 3906 may provide bothwired and wireless connections. Modem 3906 provides the home with theInternet through wire 3910 to a computer 3902, or through a Wi-Ficonnection. Modem 3906 comprises the ability to detect and recognize thecalls received by phone 3904. The phone number of the call received byphone 3904 to establish connection are then compared with phone numbersstored in a database, such as visual menu database 308. Therefore, incase the calling phone number corresponds to first party device 3508 awith an audible IVR menu, and also when associated visual IVR menuexists then, modem 3906 may provide the visual IVR menu on computer 3902connected to it. Moreover, modem 3906 may use private web sites topresent the visual IVR menu or just provide the phone number of thecalling first party device 3508 a to computer 3902. Thereafter, asoftware tool on computer 3902 may present the visual IVR menu on thescreen of the computer 3902.

Once the communication session is established between first party device3508 a and phone 3904, the ‘smart’ modem 3906 will continue to monitorthe numbers dialed or received by phone 3904 to browse or advance thevisual IVR menu accordingly. Furthermore, the numbers dialed or receivedmay be stored for future processing such as highlighting previousselections in the visual IVR menu, providing customized visual IVR menuand so forth. The visual IVR menu system comprising computer 3902 andmodem 3906 may incorporate additional enhancements as presented before.

In another embodiment of the invention, a house television 3912 may beused to present the visual IVR menu. In various houses modem 3906decodes television signals and transfers it to a set-top box 3914 thatprovides signals to television 3912. The visual IVR menu may bepresented on a channel dedicated for IVR. Therefore, when phone 3904 isused to receive a call, modem 3906 can detect it and present the visualIVR menu corresponding to the phone number of the calling first partydevice 3508 a on the designated channel of the television 3912. Modem3906 may further display one or more communication options 3720 a-n onthe designated channel of the television 3912. Further, all the optionsdescribed before can be provided now using the screen of the television3912 for the visual IVR menu. The caller selection can be done by usingthe simple phone 3904 or alternatively using TV 3912, set top box 3914remote control. Further, television 3912 screen may be used to presentthe visual IVR menu in a few alternatives ways. For example, a deviceprovided by a company named RokuInc., allows streaming of content fromthe Internet to television. Most set-top boxes now have an Internetconnection or telephone connections. Furthermore, various devices suchas some Digital Versatile Disc (DVD) players, and video game players orcontrollers such as Xbox or Playstation, can be connected to theInternet. Each of those devices may allow the ‘smart’ modem 3906 toprovide a visual IVR menu and/or the one or more communication options3720 a-n on the screens of television 3912.

FIG. 40 illustrates a flowchart for providing enhanced telephony when acall is received, in accordance with an embodiment of the invention.First party devices 3508 a-n may call a phone number of device 3502.Device 3502 may receive a call from the phone number of first partydevices 3508 a-n. Caller 106 may accept call at device 3502 to connector interact with first party devices 3508 a-n and/or third party device3602. First party devices 3508 a-n may include an audible IVR menu forinteraction with caller 3506. Further, device 3502 may include Visuphone3504 to display a visual IVR menu 3702 associated with a phone number ofa calling first party device 3508. Further, Visuphone 3504 may displaythe one or more communication options 3720 a-n at device 3502, asdiscussed with reference to the FIG. 37. Visuphone 3504 may establish acommunication session with the phone number of calling first partydevice 3502 by accepting the call. In an exemplary scenario, a user ofthe mobile phone receives a call from a bank, then ‘conferencing’ and‘call forwarding’ options may also be displayed along with the visualIVR menu of the bank on the mobile phone. The user may select a‘conferencing’ option to include another mobile device in the conferencecall. Similarly, the user may select the ‘call forwarding’ option toforward the call to another communication device or a server incommunication network 3500.

At step 4002, a call from a phone number of a first party device 3508such as a first party device 3508 a, is received. The call may bereceived by Visuphone 3504 of device 3502. First party device 3508 a mayinitiate a call to device 3504 by dialing a phone number of device 3502.At step 4004, the phone number of first party device 3508 a is comparedwith a plurality of phone numbers stored at device 104. Visuphone 3504may compare the phone number of first party device 3508 a with thestored phone numbers.

A visual menu database may store the one or more phone numbers of firstparty devices 3508 a-n. Further, the visual menu database stores one ormore visual IVR menus associated with the phone numbers of first partydevices 3508 a-n. In an embodiment, it may be checked whether a visualIVR menu associated with the phone number of the calling first partydevice 3508 a is present in the visual menu database of device 3502. Ifthe visual IVR menu is not present, device 3502 may receive the visualIVR menu associated with first party device 3508 a from first partydevice 3508 a. In an embodiment, the visual IVR menu associated withfirst party device 3508 a may be received from the server.

At step 4006, visual IVR menu associated with the calling first partydevice 3508 a is displayed. The visual IVR menu may be displayed at thedisplay of device 3502. The visual IVR menu includes one or moregraphics and/or text options corresponding to different nodes as shownin FIG. 37. At step 4008, one or more communication options 3720 a-n isdisplayed. One or more communication options 3720 a-n may be displayedat a display of device 3502. Examples of one or more communicationoptions 3720 a-n include, but are not limited to, a conferencing option,a call forwarding option, a busy option, and so forth. At step 3710,caller 3506 of device 3502 may select a communication option of thedisplayed one or more communication options 3720 a-n. At step 4012, acommunication session is established based on the selection by caller3506. In an embodiment, caller 3506 may select the ‘conferencing’option, to establish the communication session between first partydevice 3508 a, device 3502 and third party device 3602. Thereafter, allthe three devices can communicate/interact with each other and mayrequest/receive information from each other. In another embodiment,caller 3506 may forward the call of first party device 3502 a to anothercommunication device of communication network 3500 by selecting the‘call forwarding’ option. In an embodiment, the call may be forwarded toa server of communication network 3500. In another embodiment, caller3506 may select the ‘busy’ option when caller 3506 cannot attend thecall. Selecting the ‘busy’ option by the user may send a predefinedaudio/text message to calling first party device 3508 a.

In another embodiment of the invention, a method is disclosed fordisplaying a visual IVR menu associated with a phone number of a firstparty device from which a call is received, at the device.

In an embodiment of the invention, more than one visual IVR menusassociated with the phone numbers of the first party devices may bedisplayed at a communication device. In an embodiment, the Visuphone maydisplay the one or more visual IVR menus at the communication device. Inanother embodiment of the invention, the user may request informationfrom more than one first party device simultaneously. The user mayinteract with more than one visual IVR menus associated with differentfirst party devices. In an embodiment, the one or more visual IVR menusmay be associated with the second party device. For example: a userreceives a call from an insurance department of a bank offering someinsurance policy to the user. When the user accepts the call a visualIVR menu associated with the bank with the insurance departmenthighlighted is displayed on the screen of the device. During the call,if the user wish to check his/her account balance to take a decisionregarding insurance policies. The user may check his/her account balanceby selecting the personal banking option from the visual IVR menu of thebank. As soon as the user selects this option another visual IVR menu ofthe personal banking will be displayed on the screen of thecommunication device. Thereafter, the user may simultaneously interactwith both the visual IVR menus.

In an embodiment of the invention, the user may request information frommore than one first party device simultaneously. The user may interactwith more than one visual IVR menus associated with different firstparty devices. For example: a user gets a call from a restaurantoffering different types of cuisine. When the user accepts the call avisual IVR menu associated with the restaurant is displayed at thescreen of the device. During the call, if the user wishes to check menusof two or more cuisines, the user may select from the main visual IVRmenu of the restaurant. Based on the selection by the user, the two ormore visual IVR menus may be displayed at the device. Thereafter, theuser may simultaneously interact with the displayed visual IVR menus.

According to an embodiment of the invention, portable devices such assmart phones, mobile phones, land line phone, and so forth may alsoinclude Visuphone and can connect to external devices. Usually thedisplay screen of portable device is small and not so user friendly. TheVisuphone of such devices may be configured to automatically detectexternal devices such as a laptop, a computer, an LCD screen etc presentin its vicinity. Further, the detected electronic devices are configuredto connect with the portable devices. This functionality of theVisuphone has been explained in detail using FIGS. 41 to FIG. 64.

FIG. 41 illustrates an environment 4100 where a device may be connectedto an external device, according to an embodiment of the invention.Environment 4100 includes a portable device 4102 including a Visuphone4104. Examples of portable device 4102 include but are not limited to amobile phone, a smart phone, a Personal Desktop Assistant (PDA), atablet Personal Computer (PC), and so forth. Environment 4100 furtherincludes a plurality of external devices 4106 a-n. Portable device 4102may be used for data and voice communications. In an embodiment of theinvention, portable device 4102 may include an Operating System (OS)such as, but not limited to, Windows Mobile, Apple iOS, Google Android,Symbian, and so forth. Portable device 4102 may be connected to multipleexternal devices 3506 a-n. Examples of external devices 3506 a-ninclude, but are not limited to, a display screen, a laptop, anelectronic musical instrument, a keyboard, a mouse, and so forth.

Portable device 4102 may connect to external devices 4106 a-n by usingBluetooth, Wi-Fi, Infrared, or other wireless protocols. Further,portable device 4102 may connect to external devices 4106 a-n by usingan Ethernet cable, a video cable, Universal Serial Bus (USB), and soforth. When connected to the external device such as a display screen,the display of the external device may be used to display the content ofscreen of portable device 4102. Moreover, external device 4106 b such asa mouse connected to portable device 4102, can be used to provide inputsthat are reflected on the display of the external device. As a result,portable device 4102 can act as a universal communication hub that canenable interaction of multiple external devices 4106 a-n among eachother.

FIG. 42 illustrates exemplary functioning of portable device 4102 in theenvironment discussed in conjunction with FIG. 41, in accordance with anembodiment of the invention. As shown, a display screen 4202, a keyboard4204, and a mouse 4206 can be connected through portable device 4102.Therefore, the screen of portable device 4102 is displayed on a largerscreen of display screen 4202. Moreover, a user can use keyboard 4204and mouse 4206 to access the information through portable device 4102.For example, in this configuration, the user can browse the Internet byusing display screen 202, keyboard 204, and mouse 206, while portabledevice 4102 provides the Internet connectivity. Therefore, a computerother than portable device 4102 may not be required by the user. As aresult, the user can carry portable device 4102 and use it with variousexternal devices as desired.

In an embodiment of the invention, portable device 4102 a such as asmart phone or mobile phone may detect and connect to a laptop 4302 asshown in FIG. 43. The connection between portable device 4102 a andlaptop 4302 may be wired such as via a USB wire or it can be wirelesssuch as via Bluetooth or Wi-Fi. Thereafter, portable device 4102 a mayuse display of laptop 4302. Further, laptop 4302 may be used to controlone or more functions of portable device 4102 a and vice versa. Forexample, user can use one or more keys of laptop 4302 may be used toaccess phone book of the smart phone or to dial a phone number.

In another embodiment of the invention, portable device 4102 a maydetect a large display screen 4402 as shown in FIG. 44. Further,portable device 4102 a may use Bluetooth, USB wire, and so forth toconnect to large screen 4402. The large screen 4402 may be a LightEmitting Diode (LED) display screen, a Liquid Crystal Display (LCD)screen, and so forth. Usually. Portable devices such as mobile phones,smart phones, wired telephones etc. have either a small display orlimited display capabilities. In such cases, portable devices include aVisuphone. The Visuphone may be further configured to detect and connectportable device 4102 to one or more external devices such as largescreen 4402. Once configured, the Visuphone can detect large display4402 and can connect to it via Bluetooth. In an embodiment, the portabledevice 4102 a may connect to external devices 4106 a-n using Near FieldCommunication (NFC) protocol. Further, when portable device 4102 a isvideo conferencing with another portable device, the video can bedisplayed at large screen 4402. For example, when the smart phone is invideo call with another phone, the video of the user at another phonewill be displayed at the large screen.

In another embodiment of the invention, portable device such as a smartphone 4102 a may detect and connect to a television screen 4502 as shownin FIG. 45. Visuphone 4104 can detect television screen 4502. In thiscase, television screen 4502 may be used to display the screen ofportable device 4102 a such as a mobile device. Therefore, when the useris connected to television 4502, screen of television 4502 can be usedto access various functions of portable device 4102 such as, but are notlimited to, call receiving, dialing, browsing the phonebook, typing amessage, browsing the Internet, and so forth. This functionalityincreases the comfort in using the small form factor of portable device4102.

In another embodiment of the invention, Visuphone 4104 may detect apicture frame 4602 and connect it to portable device 4102 a it as shownin FIG. 46. The connection between portable device 4102 a (the smartphone) and picture frame 4602 can be wireless or wired. The wirelessconnection may be established by using Bluetooth, Wi-Fi, NFC, and soforth. The wired connection may be established via USB or using a cablewire. In an embodiment, picture frame 4602 may be a digital pictureframe. The digital picture frame is a picture frame which may be used todisplay images or photos without the need of printing or using them oncomputer. Once connected, display of picture frame 4602 may be used todisplay screen of portable device 4102 a such as a mobile phone.

In another embodiment of the invention, portable device 4102 a maydetect and connect to a Global Positioning System (GPS) navigationsystem 4702 as shown in FIG. 47. Visuphone 4104 detects GPS navigationsystem 4702. Therefore, when the user is connected to GPS navigationsystem 4702, screen of GPS navigation system 4702 may be used as displayof portable device 4102 a such as a mobile device. Further, screen ofGPS navigation system 4702 can be used to access various functions ofportable device 4102 a such as call receiving, browsing the phonebook,browsing the Internet, and so forth. This functionality increases thecomfort in using portable device 4102 a such as the mobile phone whichhas limited display.

In yet another embodiment of the invention, smart phone 4102 a candetect and connect to a projector 4802 as shown in FIG. 48. Visuphone4104 detects the availability of projector 4802. Further, Visuphone 4104may connect to projector 4802 using any of wired or wireless connection.Further, projector 4802 is configured to connect to connect to Visuphone4104 of smart phone 4102 a. Projector 4802 may be connected to a display4804. Similarly, the connection between projector 4802 and display 4804can be wired or wireless. Further, projector 4802 can project thedisplay of smart phone 4102 a on display 4804. Further, one or morefunctions of projector 4802 may be controlled by using connected smartphone 4102 a.

FIG. 49 illustrates exemplary display of an Interactive Voice Response(IVR) menu on a large display screen 4902 connected to a portable device4102, in accordance with an embodiment of the invention. Large displayscreen 4902 can be a screen of any of external devices 4106 a-n.Portable device 4102 can be a smart phone, a mobile phone, a pager, andso forth. A visual IVR menu 4904 a is a visual menu including one ormore options at portable device 4102. A visual IVR menu 4904 b is avisual menu at large display screen 4902 corresponding to visual IVRmenu 4904 a. Displaying visual IVR menu of mobile phone on large displayscreen 4902 enhances visibility.

FIG. 50 illustrates a block diagram of portable device 4102, inaccordance with an embodiment of the invention. Herein after, portabledevice 4102 may be referred to as device 4102. Device 4102 can connectto Public Switched Telephone Network (PSTN) 5016 through a radiointerface 5012 in a wired or wireless manner. For example, radiointerface 5012 may provide 2G, 3G, and/or 4G connectivity in case ofdevice 4102 being a mobile phone. Moreover, network interface 5014 canbe used to connect device 4102 to network 5018. Examples of network 5018include wireless or wired networks such as Local Area Network (LAN),Personal Area Network (PAN), or other specialized networks. FIG. 51shows when network 5018 is a wireless network 5102. Network interface5014 may allow connectivity through various protocols such as TCP/IP,Bluetooth, acoustic signals, or other types of radio signals. Forexample, device 4102 may connect to a television through Bluetooth fordisplaying the contents of device 4102.

Device 4102 includes a display 5002 to output graphical information tothe user. In an embodiment of the invention, display 5002 may includes atouch sensitive screen. A memory 5006 of device 4102 stores variousprograms, data and/or instructions that can be executed by a processor5004. Examples of memory 5006 include, but are not limited to, a RandomAccess Memory (RAM), a Read Only Memory (ROM), a hard disk, and soforth. A person skilled in the art will appreciate that other types ofcomputer-readable media which can store data that is accessible bydevice 4102, such as magnetic cassettes, flash memory cards, digitalvideo disks, and the like, may also be used by device 4102. Further,memory 5006 may include an OS 5010. Further, other applications such asinstant messaging application, browser, and so forth may be available ondevice 4102. Processor 5004 may include a connection manager 5008 thatenables device 4102 to connect to external devices 4106 a-n throughnetwork interface 5014. In an embodiment of the invention, connectionmanager 5008 may be implemented as a second processor in device 4102.

Device 4102 includes a system bus 5020 for connecting the components.Examples of system bus 5020 include several types of bus structuresincluding a memory bus or memory controller, a peripheral bus, or alocal bus using any of a variety of bus architectures.

In another embodiment of the invention, a portable device may beconnected to a user device as shown in FIG. 52. As shown, an environment5200 includes a portable device 5202 that can be used by a user througha user device 5204. Further, portable device 5202 may include aVisuphone 5208 for connecting and establishing a communication with userdevice 5204. Examples of user device 5204 include but are not limited toa mobile phone, a smart phone, a Personal Digital Assistant (PDA), atablet Personal Computer (PC), and so forth. User device 5204 may beused for data and/or voice communications over a PSTN, mobile network,the Internet, the Ethernet, and so forth. Further, portable device 5202is configured to connect to multiple external devices 5206 a-n.Furthermore, user device 5204 may be connected to multiple externaldevices 5206 a-n and communicate with any of external device 5206through portable device 5202. User device 5204 is configured to connectwith portable device 5202. Similarly, multiple external devices 5206 a-nare configured to connect to portable device 5202.

In an embodiment of the invention, portable device 5202 may include anOperating System (OS) such as, but not limited to, Windows Mobile, AppleiOS, Google Android, Symbian, and so forth. Examples of external devices5206 a-n include, but are not limited to, a display screen, a keyboard,a mouse, an LED screen, a Laptop, and so forth. In an embodiment of theinvention, portable device 5202 may include a dock for receiving andconnecting to user device 5204. In an embodiment, user device 5204 mayinclude a Visuphone.

Portable device 5202 may connect to external devices 5206 a-n by usingBluetooth, Wi-Fi, Infrared, or other wireless protocols. Further,Visuphone 5208 is configured to connect to any of external devices 5202a-n. Further, portable device 5202 may connect to external devices 5206a-n by using an Ethernet cable, a video cable, Universal Serial Bus(USB), and so forth. Therefore, the display on the screen of portabledevice 5202 can be presented on external device 5206 a such as a displayscreen. Moreover, external device 5206 b such as a mouse connected toportable device 5202 can be used to provide inputs that is reflected onthe display screen. As a result, portable device 5202 acts as auniversal communication hub that can enable interaction of multipleexternal devices 5206 a-n among each other.

Further, as shown in FIG. 53, user device 5204 may be connected toportable device 5202 via a network 5302. Network 5302 can be theInternet, LAN, MAN, and so forth. In an embodiment, user device 5204 andportable device 5202 may be separated by a large distance. Further, userdevice 5204 is configured to connect to portable device 5202. Further,Visuphone 5208 is configured to search for available one or more devicessuch as external devices 5206 a-n and user device 5204.

FIG. 54 illustrates exemplary functioning of portable device 5202connected to a mobile phone 5402 in the environment as discussed inconjunction with FIG. 52 or FIG. 53. As shown, user device 5204 such asmobile phone 5402 may connect to display screen 4202, keyboard 4204, andmouse 4206 of the computer through portable device 5202. Therefore, thescreen of mobile phone 5402 is displayed on a larger screen of displayscreen 4202. Moreover, a user can use keyboard 4204 and mouse 4206 toaccess the information through portable device 5202. For example, inthis configuration, the user can browse the Internet by using displayscreen 4202, keyboard 4204, and mouse 4206, while mobile phone 5402provides the Internet connectivity and portable device 5202 provides theconnectivity among mobile phone 5402 (or user device 5204), display4202, keyboard 4204 and mouse 4206. Therefore, a computer other thanmobile phone 5402 and portable device 5202 may not be required by theuser. In an embodiment, mobile phone 5402 (or user device 5204) may notinclude a Visuphone.

In an embodiment of the invention, portable device 5202 can provideconnectivity to multiple user devices. For example, in a homeenvironment, portable device 5202 may detect multiple mobile phones andwired phone. Therefore, the screen of a mobile phone may be displayed ona television near to that mobile phone. In another embodiment of theinvention, portable device 5202 may enable communication among multipleuser devices. Further, the multiple user devices are configured toconnect to portable device 5202.

FIG. 55 illustrates an exemplary functioning of portable device 5202connected to mobile phone 5402 and a projector 5502 in the environmentas discussed in conjunction with FIG. 52 or FIG. 53. Portable device5202 may be connected to projector 5502, and to a user device such asmobile phone 5402. Further, projector 5502 may be connected to a biggerdisplay 5504. Once all the devices are connected, display of mobilephone 5402 may be displayed on bigger display screen 5504. Visuphone5208 of portable device 5202 will detect and connect the configureddevices i.e. mobile phone 5402 (or user device) and projector 5502.Thereafter, one or more functions of mobile phone 5502 can be controlledby using projector 5502 and vice versa.

FIG. 56 illustrates another exemplary functioning of portable device5202 connected to mobile phone 5402 and large screen 4402 in environment5200, in accordance with an embodiment of the invention. As shownVisuphone 5208 of portable device 5202 may detect an external devicesuch as a large screen 4402. A user device such as a mobile phone 5402can be connected to large screen 4402 via portable device 5202. Mobilephone 5402 is configured to connect with portable device 5202.Similarly, large screen 4402 is also configured to connect to portabledevice 5202. Further, the connection between portable device 5202 andmobile phone 5402 can be wired or wireless. Furthermore, the connectionbetween portable device 5202 and large screen 4402 can be wired orwireless. Thereafter, display of mobile phone 5402 may be displayed onlarge screen 4402 after being connected to portable device 5202.

In an embodiment of the invention, external device 5206 a-n such as atelevision 4502 may be connected to user device such as mobile phone5402 via portable device 5202 as shown in FIG. 57. Further, mobile phone5402 and television 4502 are configured to connect with portable device5202. In an embodiment of the invention, mobile phone 5402 may include aVisuphone. Though not shown, any user device other than mobile phone5402 may be connected to portable device 5202.

FIG. 58 illustrates exemplary functioning of portable device 5202connected to mobile phone 5402 and a laptop 4302 in the environment ofFIG. 52 or FIG. 53, in accordance with another embodiment of theinvention. A communication session between mobile phone 5402 and laptop4302 may be established via portable device 5202. Mobile phone 5402 isconfigured to connect with portable device 5202. Similarly, laptop 4302is also configured to connect to portable device 5202. After gettingconnected to each other via portable device 5202 contents of mobilephone 5402 may be displayed on screen of laptop 4302.

In another embodiment of the invention, an external device such aspicture frame 4602 may be connected to a user device such as a wiredtelephone 5902 via portable device 5202 as shown in FIG. 59. As shown,Visuphone 5208 of portable device 5202 may detect an external devicesuch as wired telephone 5802 and connect to it. Further, Visuphone 5208may detect and connect to an external device such as picture frame 4602.

According to yet another embodiment of the invention, external devicesuch as a GPS navigation system 4702 may be connected to a user devicesuch as mobile phone 5402 via portable device 5202 as shown in FIG. 60.Both the devices i.e. GPS navigation system 4702 and mobile phone 5402are configured to connect to portable device 5202. Once connected toportable device 5202, contents of mobile phone 5402 may be displayed byusing screen of GPS navigation system 4702. For example, when a call isreceived at mobile phone 5402, an IVR menu associated with the callingparty may be displayed at screen of GPS navigation system 4702.

FIG. 61 illustrates an exemplary display of a visual Interactive VoiceResponse (IVR) menu on a large display screen 6102 connected to aportable device such as the smart phone 6106, in accordance with anembodiment of the invention. Display 6104 a is a display of a visual IVRmenu on smart phone 6106. Display 6104 b is the display of the visualIVR menu on large display screen 6102 corresponding to display 6104 a ofsmart phone 6106.

FIG. 62 illustrates a block diagram of portable device 5202, inaccordance with an embodiment of the invention. Network interface 6210can be used to connect portable device 5202 to network 6212. Examples ofnetwork 6212 include wireless or wired networks such as Local AreaNetwork (LAN), Personal Area Network (PAN), Bluetooth, or otherspecialized networks. Network interface 6210 may allow connectivitythrough various protocols such as TCP/IP, Bluetooth, acoustic signals,or other types of radio signals. For example, portable device 5202 mayconnect a mobile phone to a television through a Bluetooth communicationlink. As a result, the contents on screen of the mobile phone can bedisplayed on the television screen which is larger than that of themobile phone. In an embodiment of the invention, portable device 5202can use different protocols for communicating with different devicesbased on their capabilities. For example, portable device 5202 mayconnect to a mobile phone through Bluetooth and the television throughWi-Fi.

Portable device 5202 includes a memory 6204 to store various programs,data and/or instructions that can be executed by a processor 6202.Examples of memory 6204 include, but are not limited to, a Random AccessMemory (RAM), a Read Only Memory (ROM), a hard disk, and so forth. Aperson skilled in the art will appreciate that other types ofcomputer-readable media which can store data that is accessible byportable device 5202, such as magnetic cassettes, flash memory cards,digital video disks, and the like, may also be used by portable device5202. Memory 6204 may include an OS 6208. Further, other applicationssuch as instant messaging application, browser, and so forth may beavailable on portable device 5202. Processor 6202 may include aconnection manager 6206 that enables portable device 5202 to connect toexternal devices 5206 a-n through network interface 6210. In anembodiment of the invention, connection manager 6206 may be implementedas a second processor in portable device 5202.

Device 5202 includes a system bus 6214 for connecting the components.Examples of system bus 6214 include several types of bus structuresincluding a memory bus or memory controller, a peripheral bus, or alocal bus using any of a variety of bus architectures.

FIG. 63 is a flowchart illustrating the functioning of portable device4102 in accordance with an embodiment of the invention. As discussedwith reference to FIG. 41, portable device 4102 includes a Visuphone4104. Further, portable device 4102 is configured to detect and connectto any one of external devices 4106 a-n.

At step 6302, Visuphone 4104 of portable device 4102 searches for anexternal device 4106. For example, a Visuphone present in a smart phonesearches for an external device such a large display screen, a laptop, acomputer, and so forth. At step 6304, it is checked whether the externaldevice is available. In an embodiment, the availability of externaldevice is chalked within a predefined distance such as within 50 meters,10 meters, and so forth. If the external device is detected the portabledevice connects to the external device at step 6306, else control goesback to step 6302. Thereafter, at step 6308 contents of display screenof portable device 5202 are displayed at the connected external device.For example, when connected to a laptop, the content of smart phone isdisplayed on the laptop screen.

FIGS. 64A and 64B illustrates a flowchart for implementing a portabledevice 5202 in the environment 5200, in accordance with an embodiment ofthe invention. Portable device 5202 includes a Visuphone 5208. Visuphone5208 is configured to detect and connect to one or more devices such asexternal devices 5206 a-n, user device 5204, and so forth.

At step 6402, Visuphone 5208 searches for a user device 5204. At step6404, it is checked whether user device 5204 is available. If userdevice 5204 is available than a connection is established betweenportable device 5202 and the detected user device 5204 at step 6406 elsecontrol goes back to the step 6402.

At step 6408, Visuphone 5208 of portable device 5202 searches for anexternal device 5206. At step 6410, it is checked whether the externaldevice 5206 such as external device 5206 b is available. If the externaldevice 5206 is available, then the process control goes to step 6412else the control goes back to step 6408. At step 6412, a connection isestablished between portable device 5202 and the detected externaldevice 5206 b. Thereafter, contents of display of connected user device5204 are displayed on a screen of the connected external device 5206 b.For example, contents of a mobile phone may be displayed on a screen ofa television which is connected to the television via portable device5202.

FIG. 65 illustrates exemplary functioning of a Visuphone for displayingone or more contact options at a device, in accordance with anembodiment of the invention. Sometimes it may be desired by a caller tocall specifically to a particular branch or department of a destination.For example, while calling for a restaurant the user may be interestedin calling to a particular branch (or location) of the restaurant butthe user might not be aware of the exact phone number of that branch. Inan embodiment, when a user or caller dials a phone number of adestination, Visuphone of device such as mobile phone may display one ormore contact options 6520 a-n along with the visual IVR menu associatedwith the dialed destination. Contact options 6520 a-n can be contactdetails or information associated with different branches (or locations)of the dialed destination. For example, if the user dials a phone numberof a pizzeria (e.g. pizza hut), then the Visuphone will display visualIVR menu 6502 of the pizzeria as well as one or more contact optionscorresponding to the other branches of same pizzeria (of pizza hut).

Further, by clicking or selecting at least one contact option of contactoptions 6520 a-n, the user can connect to desired branch or departmentof the dialed destination (or pizzeria). In an embodiment, when the userselects a contact option 6520 b, a visual IVR menu associated with aparticular branch or department of the dialed destination can bedisplayed at the device. In an embodiment, contact options 6520 a-n mayinclude information such as, but not limited to, a phone number, anaddress, a department name, and so forth. In an embodiment, one or morecontact options 6520 a-n can be a tab with a tab name such as departmentname. The user can select one contact option of contact options 6520 a-nbased on the contact details or information. In an embodiment, thedifferent branches of the dialed destination may have different IVRmenus. Further, the user can switch the display on the screen of device(or device 102) by selecting at least one contact option 6520. Visuphoneof device (device 102) takes the appropriate action based on theselection made by the user. In an embodiment, when the user selects acontact option, a visual IVR menu of the selected contact option such asa particular department of the dialed destination is displayed.

Visual IVR menu 6502 may include various options 6504 to 6518. The usercan select one or more options from the displayed visual IVR menu. Forexample, the user can order a pizza by selecting option 6506 or bypressing 1-2 keys of keypad of device. In an embodiment, the user mayswitch directly to some other department or branch of the dialeddestination by selecting at least one contact option from the displayedcontact options 6520 a-n. Based on the selection, the display of device102 may change.

FIG. 66 illustrates change of display at user device 102, when a userselects a contact option, in accordance with an embodiment of theinvention. As discussed with reference to FIG. 65, when a user selects acontact option such as 6520 b of the contact options 6520 a-n, a visualIVR menu 6602 associated with the contact option 6520 b may be displayedat device 102. Visual IVR menu 6602 may include various options6604-6614. For example, if the user selects a contact optioncorresponding to a home delivery department of the dialed pizzeria, thenvisual IVR menu 6602 for home delivery can be displayed as shown. VisualIVR menu 6604 includes options such as for ordering pizza by selectingan option 6606 (in case of a touch screen enabled device) or by pressinga combination of keys i.e. 1-2 on keypad of device 102. Similarly, theuser may get status for previously placed order by selecting an option6608. The user can choose to talk to an executive by selecting option6614. Contact options 6520 a-n provides an option to the user fordirectly connecting to IVR system of the desired branch, this way timecan be saved.

FIG. 67 illustrates an exemplary functioning of Visuphone for displayingone or more contact options at a device, in accordance with anotherembodiment of the invention. When a user dials a phone number of adestination, such as an XYZ airlines customer care, from device 102.Then a visual IVR menu 6702 of the XYZ airlines can be displayed atscreen of device 102. Additionally, one or more contact options such asXYZ Domestic Airline Contact Option 6720 a and XYZ International AirlineContact Option 6720 b can be displayed at the screen of device 102.

In an exemplary scenario, the user may be interested in contacting orknowing details of domestic airlines or international airlinesdepartment of XYZ Airlines specifically. The user may directly dial tothese specific airline departments by selecting a related contact optionfrom the displayed contact options. For example, the user can directlyconnect to domestic airlines IVR system of XYZ airlines by selecting theXYZ Domestic Airlines Contact Option 6720 a. After detecting theselection of option 6720 a, the Visuphone of device 102 can display avisual IVR menu associated with the Domestic Airlines department of XYZairline as shown in FIG. 68. Similarly, the user can selectInternational Airlines Contact Option 6720 b to directly connect to theXYZ International Airlines department. Thereafter, the user can interactwith the displayed visual IVR menu.

FIG. 68 illustrates change in display at device 102 based on selectionof a contact option by a user of device 102, in accordance with anembodiment of the invention. As discussed with reference to FIG. 67, avisual IVR menu of XYZ airlines is displayed when the user dials a phonenumber of XYZ Airlines. One or more contact options 6720 a-b can also bedisplayed along with visual IVR menu 6702. After detecting a selectionof contact option from the user at device 102, the Visuphone may displaya visual IVR menu of the selected option. As shown, the visual IVR menu6802 associated with domestic airlines department of XYZ is displayedwhen the user selects ‘XYZ Domestic Airlines Contact Option’ 6720 a.Visual IVR menu of XYZ domestic airlines includes multiple options suchas a Booking option 6806, a Status Inquiry option 6808, an Other Inquiryoption 6810, and so forth. The user can interact with visual IVR menu6802 by selecting one or more options of visual IVR menu 6802 from theseoptions 6804 to 6818. For example, the user can select a combination ofkeys 1-4-2 to directly talk to an executive. In an embodiment, device102 may have a touch sensitive screen, in such as device the user canselect option 6818.

FIG. 69 illustrates a flow diagram illustrating an exemplary functioningof the Visuphone for displaying one or more contact options, inaccordance with an embodiment of the invention. Device 102 includes aVisuphone for displaying a visual IVR menu associated with a dialedphone number of a destination. Further, the Visuphone can display one ormore contact options on a screen of device 102. Device 102 can be atelecommunication device that can connect directly to a Public SwitchedTelephone Network (PSTN) 110. A person skilled in the art willappreciate, that device 102 can also connect to a private telephoneexchange. Examples of device 102 a include, but not limited to, a mobilephone, a Smartphone, a telephone, or any other device capable of voiceor data communication. When caller 106 dials a phone number of adestination and connects to any destination from destinations 108 a-n, avisual IVR menu may be displayed at device 102. Additionally, one ormore contact options may also be displayed at device 102. Contactoptions may include information describing one or more branches of thedialed destination.

At step 6902, a user dials a phone number of a destination. At step6904, the Visuphone displays a visual IVR menu associated with thedialed phone number of the destination. At step 6906, one or morecontact options are also displayed at the screen of device 102. In anembodiment, the Visuphone searches the database for contact optionsmatching the phone number of the dialed destination and displays thecontact options at device 102. At step 6908, a user selects at least onecontact option from the displayed contact options as shown in FIG. 65and FIG. 67. Thereafter, at step 6910, the display of the visual IVRmenu at device 102 is changed based on the selection of the contactoption. In an embodiment, a visual IVR menu associated with the selectedcontact option is displayed at device 102. Thereafter, the user orcaller may interact with the displayed visual IVR menu of the selectedcontact option.

Embodiments of the invention provide a method for establishing acommunication session among a plurality of communication devices. Acommunication device may send a first section including firstinformation or header information to a second communication device. AVisuphone at the communication device sends the first section. Thecommunication device includes one or more visual IVR menus. The headerinformation may include information such as Visuphone version, visualIVR menu ID, ACK bit, and so forth. In an embodiment, the communicationdevice may receive an acknowledgement message based on the first sectionfrom the second communication device. The acknowledgement message isreceived when the second communication device includes a Visuphone.Thereafter, the Visuphone at the second communication device may send asecond section or packet including a second information or payload tothe second communication device. The payload may include informationsuch as user ID, user profile, user selection, and so forth. Thereafter,a communication session is established between the communication deviceand the second communication device. In an embodiment, the secondcommunication device may not include the Visuphone. In such a case thecommunication device and the second communication device communicatesthrough DTMF signals or tones.

An aspect of the invention is to provide a system for communicatingamong a plurality of IVR enabled communication devices.

Another aspect of the invention is to enable the caller to interact withthe visual IVR menu by using a touch sensitive screen of the device.

Another aspect of the invention is to provide the position based visualIVR menus in a communication network.

Another aspect of the invention is to provide a device for communicatingwith a second communication device. The device includes an IVRapplication such as Visuphone. In an embodiment, the secondcommunication device also includes the IVR application such asVisuphone.

Another aspect of the invention is to provide the visual IVR menu whenthe call is forwarded from one first party device to another first partydevice.

Another aspect of the invention is to provide visual IVR menus onreceiving a call from the first party device on electronic devices withscreens that are connected to Visuphone.

Yet another aspect of the invention is that the user may involve otherone or more users or communication devices in a call from a first partydevice. Thereafter, the user, the another user may interact with thefirst party device in a conference call. In an embodiment, the user mayleave the conference call in between the call.

Additional aspect of the invention is to provide a method forestablishing a communication session in a communication network. Thecommunication session may be established between two or more IVR enableddevices.

Further aspect of the invention is to provide a method for establishinga communication session among a plurality of communication devices. Thecommunication devices may or may not include Visuphone.

Another aspect of the invention is to provide a method for establishinga communication session among a plurality of communication devices. Thecommunication session is established by sending one or more packets whena data network such as the Internet is available.

Another aspect of the invention allows a device to call a destinationautomatically according to the predefined calling information entered bya user.

Another aspect of the invention saves the effort made by the user of thecommunication device for retrieving information from an IVR system ofthe dialed destination. The Visuphone dials the phone number of thedestination and retrieves the information automatically depending on thepredefined calling information. Later, the user can use the retrievedinformation as per his/her convenience. In an embodiment, the user maynot wish to use the information at the time of its retrieval. In such acase the information is stored and can be accessed later.

An advantage of the invention is that the communication device can sendmore information as data packets/messages to the second communicationdevice by using a data network. The data packets may be exchanged amongvarious communication devices. The data packet may include informationrequired for establishing a communication session.

An advantage of an embodiment of the invention is that the userhimself/herself does not have to dial the destination again and againfor receiving information. Visuphone 104 present at device 102 of caller106 may dial the phone number of the destination automatically based onthe predefined calling information set by the caller 106. Further,Visuphone 104 requests and receives the requested or inquiredinformation automatically.

Another advantage of the invention is that the user does not have towait for long time for retrieving any information from a destination.When the requested information is not available, the user may schedule acall at later time by entering few settings on device 102. Thereafter,Visuphone 104 may dial the phone number of the destination according tothe entered settings automatically and may download the desiredinformation. The downloaded information may be used by the user at alater time.

Additional advantage of the invention relates to callers who are moreproficient in foreign language. Visuphone may provide the visual IVRmenu in multiple languages. A caller can than choose a language of hischoice and download to his device database the menu in that language.

Yet another advantage of the invention relates to IVR that ask for voicecommands. This IVR interface is for some caller harder to use due toaccent or other problems. The database could be provided with the optionas been described before for the system to output voice commandaccording to caller selection of the menu options.

Embodiments of the invention are described above with reference to blockdiagrams and schematic illustrations of methods and systems according toembodiments of the invention. It will be understood that each block ofthe diagrams and combinations of blocks in the diagrams can beimplemented by computer program instructions. These computer programinstructions may be loaded onto one or more general purpose computers,special purpose computers, or other programmable data processingtranslator to produce machines, such that the instructions which executeon the computers or other programmable data processing translator createmeans for implementing the functions specified in the block or blocks.Such computer program instructions may also be stored in acomputer-readable memory that can direct a computer or otherprogrammable data processing apparatus to function in a particularmanner, such that the instructions stored in the computer-readablememory produce an article of manufacture including instruction meansthat implement the function specified in the block or blocks.

While the invention has been described in connection with what ispresently considered to be the most practical and various embodiments,it is to be understood that the invention is not to be limited to thedisclosed embodiments, but on the contrary, is intended to cover variousmodifications and equivalent arrangements included within the spirit andscope of the appended claims. The invention has been described in thegeneral context of computing devices, phone and computer-executableinstructions, such as program modules, being executed by a computer.Generally, program modules include routines, programs, characters,components, data structures, etc., that perform particular tasks orimplement particular abstract data types. A person skilled in the artwill appreciate that the invention may be practiced with other computersystem configurations, including hand-held devices, multiprocessorsystems, microprocessor-based or programmable consumer electronics,network PCs, minicomputers, mainframe computers, and the like. Further,the invention may also be practiced in distributed computing worldswhere tasks are performed by remote processing devices that are linkedthrough a communications network. In a distributed computing world,program modules may be located in both local and remote memory storagedevices.

This written description uses examples to disclose the invention,including the best mode, and also to enable any person skilled in theart to practice the invention, including making and using any devices orsystems and performing any incorporated methods. The patentable scopethe invention is defined in the claims, and may include other examplesthat occur to those skilled in the art. Such other examples are intendedto be within the scope of the claims if they have structural elementsthat do not differ from the literal language of the claims, or if theyinclude equivalent structural elements with insubstantial differencesfrom the literal languages of the claims.

1. A method to enhance user interaction with Interactive Voice Response(IVR), the method comprising: reading, from an IVR database, a menucorresponding to a telephone number being dialed from a keying element,wherein the IVR database comprises a list of telephone numbers, whereineach telephone number has a corresponding menu, wherein the telephonenumbers are grouped based on one or more categories, and wherein the IVRdatabase is stored in a memory coupled to a processor; displaying saidmenu on a display; and displaying one or more advertisements based onthe one or more categories related to the telephone number being dialed.2. The method of claim 1, wherein displaying said menu comprisesdisplaying at least one icon within said menu.
 3. The method of claim 1,further comprising: displaying a standard menu related to a category ofthe telephone number being dialed, and translating at least one userkeying to the corresponding selection according to the specific menu ofthe telephone number dialed.
 4. The method of claim 1, furthercomprising: updating the IVR database in response to an indication givenby a user.
 5. The method of claim 1, further comprising: recording atleast a portion of a telephone call to the telephone number beingdialed, and storing the portion in said memory in association with thetelephone number being dialed.
 6. The method of claim 1, furthercomprising: associating personal data with the telephone number beingdialed in the IVR database in response to an indication given by a user.7. A method for enhancing user interaction with Interactive VoiceResponse (IVR), the method comprising: converting a user menu selectionbased on a standard menu to a corresponding selection of a specific menufor a telephone number being dialed according to an IVR database,wherein the IVR database comprises a list of telephone numbers, whereineach telephone number has a corresponding specific menu according to anassociated IVR, wherein the telephone numbers are grouped based on oneor more categories for said associated IVR, wherein at least one of saidcategories is associated with said standard menu, and wherein said IVRdatabase is stored in a memory coupled to a processor.
 8. The method ofclaim 7, further comprising: associating an icon with at least one itemof said standard menu.
 9. The method of claim 7, further comprising:downloading updates for said database.
 10. The method of claim 7,further comprising: using a wireless communication to transfer saidstandard menu to a display device.
 11. The method of claim 7, furthercomprising: recording at least a portion of a telephone call conductedfollowing said telephone number being dialed, and storing said portionin said memory in association with said telephone number being dialedand the user menu selection.
 12. The method of claim 7, furthercomprising: associating personal user data with said telephone numberbeing dialed and the user menu selection.
 13. The method of claim 7,further comprising: displaying at least one legal notice associated withsaid telephone number being dialed.
 14. A method for enhancing userinterface with Interactive Voice Response (IVR), the method comprising:reading, from an IVR database, a menu related to a telephone numberbeing dialed from a keying element, and displaying the menu on a displayby displaying an icon for at least one of the menu's options, whereinthe IVR database comprises a list of telephone numbers, wherein eachtelephone number has a corresponding menu according to an associatedIVR, wherein said telephone numbers are grouped based on one or morecategories for said associated IVR, and wherein said telephone numbersare stored in a memory coupled to a processor.
 15. The method of claim14, further comprising: using wireless communication to transfer themenu to the display.
 16. The method of claim 14, further comprising:downloading updates for said IVR database.
 17. The method of claim 14,further comprising: recording at least a portion of a telephone callconducted following said telephone number being dialed, and storing saidportion in said memory in association with said telephone number beingdialed and a menu selection made by a user.
 18. The method of claim 14,comprising: associating personal user data with at least one telephonenumber from said list of telephone numbers.
 19. The method of claim 14,further comprising: displaying one or more advertisements based on theone or more categories related to said telephone number being dialedaccording to said IVR database.
 20. The method of claim 14, furthercomprising: displaying at least one legal notice associated with atleast one telephone number being dialed from said list of telephonenumbers.